Complaints: how we listen, investigate and put things right
If anything on the Ptozmalquix AI platform has fallen short of what you were entitled to expect, we want to hear about it. This page sets out how to raise a complaint, what happens at each stage and the timescales we hold ourselves to. Every complaint is read by a person, investigated fairly and answered in plain English, and raising one never affects your standing on the platform.
What you can raise with us
You do not need to work out which team your concern belongs to before you write. Send it once and we route it internally to the people who deal with it.
Platform performance
Errors, unexpected behaviour, delayed market data, strategy execution and anything technical that affected your account. Include the date and rough time so we can check the logs against what you saw on screen.
Account and money matters
Deposits, withdrawals, verification requests, charges you do not recognise and statement questions. Complaints involving access to your money are given priority, because little else matters to you until that is resolved.
Conduct and communication
How a manager or support agent treated you, information you believe was misleading, and questions about how your personal data is handled. We review these as seriously as any technical fault.
How the complaints process works
Five stages, always in the same order. At any point you may ask where your complaint stands and receive an honest answer the same working day.
Submit
Email the address below with your details and an account of what happened. Attach screenshots or statements if you have them; your own words are enough if you do not.
Acknowledge
We confirm receipt within 1 business day, give you a reference number and tell you the name of the person who will handle your case from that point on.
Investigate
Your case handler collects the facts, including account records, transaction logs and, where it is relevant, the staff member's own account of events. One or two clarifying questions may come your way.
Respond
You receive a written answer that sets out the findings, the reasoning behind them and any action we will take, whether that is a correction, a payment or a change to how we work.
Close
The case is closed once you confirm you are satisfied or the response deadline passes. Outcomes and their reasons are recorded so that recurring problems are fixed at the source rather than repeatedly apologised for.
What to include in your complaint
A complete first message lets us investigate without a week of back-and-forth. There is also information you should never send us, whoever asks for it.
Information that helps us act
- Your full name and the email address registered to your account.
- A description of what happened, in your own words.
- The dates, and approximate times, of the events you are describing.
- Any amounts involved in pounds, with reference numbers where you have them.
- The outcome you are asking for, so we can judge the case against it.
Never send us these
- Your account password, or hints that reveal part of it.
- Full card numbers, in a message or in a screenshot.
- One-time codes or two-factor codes from your phone or banking app.
We can verify you without any of these. If a message asking for them claims to come from Ptozmalquix AI, treat it as fraud and tell us immediately.
You will never be asked for your password, a complete card number or a one-time code over email, telephone or chat. Genuine support can be reached only at the address published on this site, and our fraud warning page sets out how to confirm you are dealing with us and not an imitation.
Timescales you can expect
Complaints are never left open-ended. These are the commitments we work to from the moment your email arrives.
| Stage | Timeframe | What happens |
|---|---|---|
| Acknowledgement | Within 1 business day | We send your reference number and the name of the person handling the case. |
| Substantive response | Target of 10 business days | Written findings, the reasons for them, and any remedy we offer. |
| Complex cases | Up to 20 business days | If we need longer, we tell you why and send progress updates along the way. |
These timescales run on business days, meaning Monday to Friday, excluding UK bank holidays, and all times are UK time. When we ask you a clarifying question, the clock pauses on that request until your reply arrives, so answering promptly keeps your case moving. If a deadline is at risk of being missed, we would rather tell you early and explain than leave you waiting in silence.
If you are not satisfied with the final response
Two routes remain open, and using either of them costs you nothing.
First, reply to the final response in the same email thread and say plainly which part of the answer you disagree with and why. A second review is then carried out by a senior member of staff who was not involved in the first investigation. A number of cases end here, because a fresh pair of eyes sometimes finds what the first review missed.
After you have received our final response, you may also be able to refer the matter to the Financial Ombudsman Service, where its rules apply and within the time limits it sets. We will provide the full record of the complaint history if you need it for that process. Our complaint handling is aligned with applicable UK requirements for the fair treatment of clients.
Our commitments to every complainant
These apply to every case, from a delayed £50 withdrawal to a dispute about strategy execution.
- Transparency. You receive reasons, not vague apologies. Where we got something wrong we say so plainly and tell you how it will be fixed.
- Confidentiality. Your complaint is seen only by the staff who need to see it and is handled in line with our Privacy Policy.
- Objectivity. Cases are investigated by people who were not involved in the events complained about, and both sides of the record are weighed.
- No retaliation. Complaining will never affect your access to the platform, the support you receive or your withdrawals. This is a firm rule.
- Plain English. Findings are written to be understood, not hidden behind jargon, and technical terms are explained whenever they cannot be avoided.
Contact the complaints team
One address, one reference number, one named handler from start to finish.
- Send complaints to [email protected] with the word Complaint in the subject line.
- Handled by Client Support & Compliance, with escalation to senior staff when a second review is needed.
- Operating hours: Monday to Friday, 09:00 to 18:00 UK time (excluding bank holidays). Emails received outside these hours are acknowledged the next business day.
- First replies to new complaints are sent usually under one working hour; the acknowledgement itself usually arrives much sooner.