Introduction

VirtuaBroker Ltd (“VirtuaBroker”) is committed to providing high-quality software and services. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently.

This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us.

How to make a complaint

If you are dissatisfied with any aspect of our services, please contact us:

• Email: info@virtuabroker.com

• Post: VirtuaBroker Ltd, Kemp House, 128, City Road, London, EC1V 2NX, United Kingdom

Please include:

• Your full name and contact details

• A clear description of your complaint

• Any supporting documents or evidence

• What outcome you are seeking

Our process

1. Acknowledgement

   • We will acknowledge receipt of your complaint within 5 business days.

2. Investigation

   • Your complaint will be reviewed by our compliance team, independently of the staff involved in the matter.

   • We may contact you for additional information.

3. Response

   • We aim to provide a final written response within 30 days of receiving your complaint.

   • If we need more time, we will inform you of the reasons and expected timescale.

If you are not satisfied

• As VirtuaBroker Ltd is a crypto software company and not authorised by the Financial Conduct Authority (FCA) to provide regulated financial services, complaints are not eligible for escalation to the Financial Ombudsman Service (FOS).

• However, we remain committed to resolving complaints fairly. If you are not satisfied with our response, you may contact us again with additional information, and your case will be reviewed by senior management.

Continuous improvement

We record and monitor all complaints to identify trends and improve our services.

Contact
For all complaints or questions about this procedure, please email: info@virtuabroker.com