Complaints

This is a translation provided for convenience. The English version of this page is the one that applies.

If something went wrong, tell us. Every complaint gets its own reference, a person reads it, and you get a written answer by a date we give you.

1. What counts as a complaint

A complaint is any time you tell us you are unhappy with something we did, or did not do: a deposit or a withdrawal, a trade or MetaTrader 5, your account, or the way our support treated you. If you tell us it is a complaint, we treat it as one.

2. How to make a complaint

• Signed in: open Support in your account and tap "Make a complaint". You get your reference at once and can follow every step there.
• Not signed in: tell Live support on investo.money, or e-mail contact@investo.money with the word Complaint in the subject.
• Live support answers 24/7 in Arabic, English and French.

3. What to include

• Your name and the e-mail of your account.
• Your MT5 account number, if it is about trading.
• The dates, and the reference of the request it is about (for example TX-…, WP-… or ST-…).
• What happened, and what you would like us to do.

Never send a password, a 6-digit code, a seed phrase or a card number — not to us, not to anyone. We will never ask for them.

Identity documents are uploaded only in your account, never by e-mail or chat.

4. What we do, and when

1. We register it at once and give you its reference (CP-…), by e-mail and in your account.
2. A person acknowledges it within 48 hours and looks into it.
3. We check our records: your requests, the blockchain, MetaTrader 5 and our conversations with you.
4. You get our final answer in writing within 15 business days: what we found, what we decided, and why.
5. If we need more time, we tell you why, and the date of our answer.

Business days are Monday to Friday, Eastern European Time.

5. If you are not happy with our answer

Ask for a review by management: in your account, open the complaint and tap "Ask for a management review", or write to Live support. Investo management looks at it again and sends you a new final answer within 15 business days.

6. The records we keep

We keep a record of every complaint: when it arrived, when we acknowledged it, our final answer, its date and the outcome. Management reads these records to fix what caused them.

7. Who we are

Investo Markets is a brand of Investo Money Ltd. Investo Money Ltd, a company registered in the Republic of the Marshall Islands, registration no. 141817. Registered address: Trust Company Complex, Ajeltake Road, Ajeltake Island, Majuro, Republic of the Marshall Islands MH 96960.