Complaints

If you are in any way unhappy with the services you receive please contact our Customer Services Department for information on our complaints procedure:

Tel:  +27 (0)21 200 8826
Email: support@za.velocitytrade.com

Our Customer Services Department are able to handle the vast majority of complaints. However, if they are unable to resolve the matter you may refer it as a complaint to our Compliance Department. Please set out the complaint clearly in writing.

The Compliance Department will carry out an impartial review of the complaint in order to understand the details of the circumstances in question and to assess whether we have acted fairly within our rights and have met our contractual and other obligations.

A full written response will be provided within eight weeks of receiving the complaint. Please email compliance@za.velocitytrade.com or write to us at:

Compliance Department

Velocity Trade Financial Services Pty Ltd
1st Floor, 200-on-Main, Claremont, Cape Town 7708, South Africa

If you are classified as a retail client, and you do not feel that your complaint has been resolved satisfactorily by the Compliance Department, you are able to refer your complaint to the Financial Services Board. Details of the Financial Services Board will be provided by the Compliance Department in their final response to your complaint.

Any reference to the Financial Services Board must take place within six months of the Compliance Department's final response letter. Please note that the Financial Services Board will not consider a complaint until we have had the opportunity to address the complaint.