Complaints Procedure

This procedure applies to clients of NXG Markets Limited and to anyone who has applied to open an account with us. If your account is held by a different NXG Markets group company, the complaints procedure in your client agreement applies.

A complaint is any expression of dissatisfaction about our services, your account, a transaction, or the conduct of our staff or partners.

Email complaints@nxgmarkets.com with the subject line "Complaint". Include your full name, account number, a clear description of the issue, the dates involved, and any supporting documents such as screenshots or statements.

Please first raise everyday questions with our support team, who can often fix the problem straight away. If you are not satisfied with their answer, submit a formal complaint by email.

We will respond to your complaint in writing within 48 hours of receiving it and give you a reference number.

A member of our compliance team who was not involved in the matter will investigate. We may ask you for further information.

Our response will explain our findings, any action we will take, and your options if you remain unhappy. If a complex case needs further investigation, we will tell you why in that response and when you can expect our final answer.

If you are not satisfied with our final response, you may refer your complaint to the Mwali International Services Authority (MISA) or the relevant authority in your jurisdiction.

Making a complaint does not affect any other legal rights you may have.

We keep a record of every complaint and the steps taken to resolve it, so that we can learn from complaints and improve our services.