Complaint policy

What a case is

Every published complaint names the broker, the category, what happened, when it began, the amount involved as stated by the member, what the member has asked the broker for, and the current status. It records the member's account, the broker's response and any updates. It is not a decision by a court, a regulator or a dispute-resolution body.

Statuses

Open

Published, with no response from the broker yet.

Broker responded

The broker has posted a public response.

Resolved

The member has confirmed the matter is settled. A broker cannot mark its own case resolved.

Unable to verify

Published as the member's account, with no evidence available to check.

Evidence

Statements, emails, chat transcripts, payment records and screenshots can be sent privately. They are stored privately, never published, and used only to check the relationship and the timeline. A checked label means the moderator saw material relevant to the account; it does not mean every allegation or amount was proven. Where no evidence was supplied the case is published as the member's account.

Broker responses

A response can be posted only by an account that has claimed the broker's profile, which requires an email address on the broker's own domain or a check by a person. The response is published beside the complaint, labelled as the broker's, and its substance is not rewritten. Advertising or a commercial relationship does not let a broker suppress, reorder or close a complaint.