If something has gone wrong, this is how we put it right.
Version 0.1 · Draft for legal review · Last updated [DATE]
Most issues are resolved immediately by live chat or support@sfbmarket.com. Give your account number and what happened.
If you are not satisfied, email compliance@sfbmarket.com with "Complaint" in the subject, or use the Contact form and choose "Complaint". We acknowledge within [2] business days and give you a reference number.
The Compliance Officer reviews platform logs, communications and prices from our liquidity providers. We aim to send a final written response within [15] business days, and in any event within [8 weeks].
If you disagree with our final response, or do not receive one in time, you may refer the complaint to [REGULATOR / ombudsman], [contact details]. This does not affect your right to take legal action.
All complaints are logged, reported to the Board quarterly and retained for [7] years.