OANDA will always try to resolve all complaints as quickly as possible. Should you have reason to complain, it is important that you initially contact the Customer Experience Team at OANDA who will be pleased to assist you. Most of the complaints received are resolved at this stage.
For all complaints received, OANDA will inform you in writing and you will receive a response from the Compliance Team within 5 business days of receipt of your complaint. Should your complaint require further investigation, OANDA will assign a senior representative who you may contact for further updates.
A full and final written response will be issued. At the latest, your complaint will be dealt with within 45 business days from the date of receipt of the complaint. If OANDA is unable to provide you with a final response within this timeframe, we will write to you explaining why and advise you when you can expect a final response.
We expect that our Customer Service Team, supervisors or Complaints Officer will completely resolve the issues you raise. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.