1. Our commitment
We want to hear when something goes wrong. We treat every complaint seriously, investigate it fairly and use what we learn to improve.
2. How to complain
Send your complaint by email to info@waystarcapitals.com, with the subject line "Complaint". Please include:
- your full name and account number;
- a clear description of the problem and when it happened;
- any relevant trade, order or transaction details and supporting documents;
- what outcome you are looking for.
3. What happens next
- We will acknowledge your complaint within 5 business days.
- A member of staff who was not involved in the matter will review it.
- We aim to send you a final written response within 30 days. If we need longer, we will tell you why and when to expect an answer.
4. If you are not satisfied
If you disagree with our response you can ask us to review the decision, and we will have it looked at again by a senior manager. Your response will explain any further options available to you.
5. Records
We keep a record of each complaint and its outcome, and use them to identify and fix recurring issues.