Support & Compliance Support Guarantee

Complaints & Dispute Resolution Policy

Formal procedure for submitting complaints, investigation standards, response timelines, and escalation channels.

Rule Overview

SFX Forex is committed to treating all traders fairly, transparently, and objectively. We handle inquiries and complaints in a professional and timely manner.

How It Is Calculated

All formal complaints are acknowledged within 24 hours and investigated thoroughly against server execution logs and tick records.

Key Parameters & Guidelines

1. How to Submit: Send an email to support@sfxforex.com with your Full Name, Account ID, description of the issue, trade timestamps, and screenshots.

2. Investigation: Reviewed impartially based on server execution records, MT5 order logs, and applicable program rules.

3. Outcome: A clear written decision and explanation is provided upon concluding the review.

4. Escalation: If dissatisfied, you may request an escalated senior compliance review.

5. No Retaliation: Traders are never penalized for submitting genuine complaints or requesting trade reviews.

Practical Trading Examples

Trader experiences execution slippage during high market volatility -> Submits trade ticket ID -> Support reviews server bridge log -> Resolves issue within 24 hours.

Allowed & Encouraged

Submitting detailed trade review tickets
Requesting escalation to senior management

Strictly Prohibited

Submitting fraudulent, abusive, or knowingly false dispute claims

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