Complaints Handling Procedure

Below you can find a detailed outline of our Complaints Handling Procedure, which should be followed in the event that you wish to file a complaint with the company at any time.


We will acknowledge your complaint within 7 days of receipt and let you know which senior person will be dealing with your complaint. We will investigate your complaint and endeavor to send a final response to you within 60 days of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update. We will endeavor to send a final response to you within 180 days of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.


The terms included in this Report shall have a specific meaning and may be used in the singular or plural as appropriate. Client Means the ‘client’ as defined in the ‘Client Agreement’ available online at


A complaint is an expression of dissatisfaction by a client regarding the provision of investment and/ or ancillary services provided by AstraHorizon. A complaint shall include: • the client’s name and surname; • the client’s trading account number; • the affected transaction numbers, if applicable; • the date and time that the issue arose; and • A description of the issue. A complaint must not include: • Offensive language directed either to AstraHorizon or an AstraHorizon employee.


All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department. If the client receives a response from the Customer Support Department but deems that the complaint needs to be raised further, the client may either ask the Customer Support Department to escalate it to the Compliance Department or directly contact the Compliance Department ([email protected]), which will independently and impartially investigate it. Both the Customer Support Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any information contained within the books and records of the Firm, including but not limited to the client’s trading account journal) to reach a fair outcome. Both the Customer Support Department and the Compliance Department shall: (i) send an initial response to the client within 7 days, (ii) resolve complaints as soon as reasonably practicable and (iii) inform the client accordingly. All complaints shall be treated confidentially. Questions regarding this Procedure should be addressed, in the first instance, to the Customer Service Department.


Customer Support Department E-mail: [email protected] Compliance Department E-mail:[email protected]


If you are dissatisfied with our services, or if you have a query regarding your account or activity with us, you may contact the Customer Support Department via live chat, e-mail or telephone. Our Customer Support Department will determine if your query can be resolved immediately or if it will require further investigation; if your query cannot be resolved immediately, we remain committed in addressing and/or resolving it in a prompt manner (usually within 2 business days). If you are not satisfied with the response to the query or grievance you received, then you may raise this further with the Compliance Department following the process indicated in the ‘Official Complaints’ section.


An official complaint means a statement of dissatisfaction relating to the provision of investment services, addressed by a Complainant to the Compliance Department, as indicated in the Procedure. A complaint must include: (i) the Client’s name and surname, (ii) the Client’s Account number, (iii) the affected transaction number(s), if applicable, (iv) the date and time that the issue arose, and (v) an accurate description of the issue. Complaints need to be sent by e-mail ([email protected]) to the Compliance Department. We will investigate the complaint within 180 days and reply to the Complainant about the outcome/ decision. In the unlike event that we are unable to respond within 180 days, we will inform the complainant of the reasons for the delay and indicate the period of time within it is possible to complete the investigation.


Also note that if a client is a legal entity, trust or otherwise, different provisions may apply and you should become aware of the provisions of the relevant law. When complaining, a Client should, at all times, use the unique complaint number that will be provided in the acknowledgement and/ or response by AstraHorizon.

The Financial Products offered by the company include Contracts for Difference (‘CFDs’) and other complex financial products. Trading CFDs carries a high level of risk since leverage can work both to your advantage and disadvantage. As a result, CFDs may not be suitable for all investors because it is possible to lose all of your invested capital. You should never invest money that you cannot afford to lose. Before trading in the complex financial products offered please ensure to understand the risks involved.

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