Complaints Policy

Complaints Policy

Every time, we are committed to providing our clients with exceptional service. Nevertheless, we acknowledge that there may be instances where you are dissatisfied with the service you have received. 

If you have a complaint regarding any aspect of our service, please contact us. You can reach us via email:

support.exchange@cashship.com 

Please send your message from the email address used to register for the trading room. If you send a message from a different email address, we reserve the right not to offer you any advice if, in our opinion, doing so would result in the disclosure of confidential client information. 

To assist us in investigating and resolving the complaint as quickly as possible, please provide the following details:

• Name and email used during your Trading Room registration;
• A clear description of your concern or complaint;
• Details of what you would like us to do to correct it;
• Copies of any relevant correspondence, such as e-mails;

We will attempt to resolve your complaint as quickly and with as little inconvenience as possible. Nevertheless, you agree irrevocably to the following:

1. File your complaint within 24 hours. It may be too late if you postpone this. In such a case, we shall not be liable if we are unable to fulfill your request. 
2. The complaint will be addressed within two weeks. We reserve the right to ignore complaints or messages from Clients who behave improperly, discourteously, engage in trolling, or repeatedly ask the same question. 
3. If we require third parties to fulfill your requests, claims, or complaints, any and all charges/costs/expenses/fees shall be borne by you. If third parties are needed, we will notify you. 
4. For compliance and training purposes, we keep records of all your messages;

This policy for filing complaints is an integral part of the Client Agreement.