Complaints Policy

In the unlikely event that you feel dissatisfied with any area of our service we ask you to contact our Client Services team via email at [email protected]

iOTA Prime has established an internal complaints procedure to ensure that your complaint is handled efficiently and effectively. We will attempt to resolve your initial issue or complaint within one (1) business day.

To help our team(s) with the review of your complaint or issue please make sure to provide us as much detail as possible in your initial e-mail, including:

1. Full name and Account number.
2. A description of your complaint, and the end result you would prefer.
3. Any documentation you have to support your complaint.
4. A contact phone number and e-mail address, where we can contact you.

If we are not able to resolve your complaint at this level, you may raise the matter as a complaint with our Compliance team. Our team is available via e-mail at [email protected]

The team will undertake an impartial assessment of the complaint. A final written response will be provided within eight weeks of the date the original complaint; however, we will work to resolve your complaint well within this timeframe.