Complaints policy

This Complaints Policy outlines how Deriv handles complaints. We aim to ensure that all complaints are handled in a fair and timely manner.

Please note that specific procedures and timelines may vary depending on the Deriv entity you have contracted with.

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How to lodge a complaint

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If you have a complaint, the most efficient way to communicate it to us is by sending an email to [email protected].

To help us investigate and resolve your complaint as quickly as possible, please include the following information in your email:

• Your account number
• A clear and detailed description of your complaint, including relevant dates, times, and specific transactions
• Supporting documentation, such as screenshots of your trading platform or system errors, to assist our investigation

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Response timelines

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We aim to address your concerns within the following timeframes:

• Acknowledgement of receipt: as soon as reasonably practicable.
• Response (clients of Deriv Investments (Cayman) Limited): Within 14 calendar days. This timeframe commences the day after the complaint is received. 
• Response (clients of other Deriv group entities): Within 15 business days from receipt of the complaint.

If a complaint is particularly complex and cannot be resolved within the standard timelines above, we will provide you with a written update. This update will explain the status of the investigation and provide an expected timeframe for a final response.

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Complaint referral

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If you are unhappy with our final response, or if we have not resolved your complaint within the specified timeframe, you may refer your complaint to the Financial Commission, an external dispute resolution:

1. Filing complaints

1. You may file a complaint with the Financial Commission up to 45 days after the incident.
2. The Financial Commission has 5 days to acknowledge that your complaint was received and 14 days to answer the complaint through our Internal Dispute Resolution (IDR) procedure.
3. You will be able to file a complaint with the Financial Commission only if you are not satisfied with our decision or if the decision wasn’t made within the specified timeframe.

2. Investigation phase

1. The Financial Commission will investigate the validity of the complaint within 5 business days.
2. The Head of the Dispute Resolution Committee (DRC) will contact both you and us within 5 business days to obtain all necessary information and see if there is a chance to settle the complaint during the investigation phase.
3. If no settlement opportunity can be found, the complaint will proceed to the determination phase to be handled by the DRC.

3. Determination phase

1. The DRC will make a decision on the complaint.
2. The DRC may request additional information from you or us, who must then provide the requested information within 7 days.

4. Awards and orders

1. The decisions made by the DRC are binding on us. DRC decisions are binding on you only if you accept them.
2. If you agree with a DRC decision, you will need to accept it within 14 days. If you do not respond to the DRC decision within 14 days, the complaint is considered closed.
3. We must award the settlement within 28 days of when the decision is reached.
4. If the decision is made in our favour, you must provide a release for us within 7 days of when the decision is made, and the complaint will be considered closed.

5. Disclaimer

The Financial Commission accepts appeals for 45 days following the date of the incident and only after the trader has tried to resolve the issue with the company directly.

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General inquiries

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For general questions regarding your trading account that do not constitute a formal complaint, our support team is available to assist you:

• Visit our Help Centre for FAQs and guides.
• Contact us via live chat on our website for real-time support.

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