CLIENT ADVOCACY & FAIR RESOLUTION
Complaints & Dispute Resolution
Global Prime Trade is committed to providing institutional-grade service and resolving any client inquiries, execution disputes, or account issues transparently, fairly, and promptly.
1 How to Submit a Formal Inquiry or Complaint
If you encounter an execution discrepancy, deposit/withdrawal delay, or account issue, please follow these steps:
- Step 1 — Support Desk: Contact our 24/7 Live Support or ticket system with your Account ID, Order Ticket Number, and screenshot evidence.
- Step 2 — Escalation to Compliance: If the issue remains unresolved after standard support review, submit a formal complaint ticket addressed to the Compliance & Risk Resolution Department.
2 Investigation & Audit Log Review
All automated trades and execution records are timestamped in our immutable server logs. Our risk officers will review milliseconds-level telemetry, server fill rates, price feed quotes, and network latency to perform an impartial forensic audit of the disputed order.
Forensic Accuracy: Every tick of price action and trade execution routing is recorded with sub-millisecond timestamps for complete transparency.
3 Resolution Timeframes
- Acknowledgment: Within 24 hours of ticket receipt.
- Final Written Finding: Within 5 to 10 business days depending on complexity and third-party bank/liquidity provider reconciliation requirements.