Complaints Policy

Version 1 · effective 24 September 2026 · applies in every country unless a country version says otherwise

Tell us in the app, on our website or by email. You get a reference number straight away, a named person handles it, and we tell you where to go if you are not satisfied.

1. Our commitment

If something has gone wrong, we want to hear about it. Every complaint is recorded, acknowledged at once, handled fairly by someone who was not involved in what you are complaining about, and answered in writing. Making a complaint costs you nothing.

2. How to complain

In the app: Account → Complaints → New complaint.
On our website: [etradeafrique.com/complaints](/complaints) — you do not need an account.
By email: support@etradeafrique.com.

Tell us what happened, when, and what you would like us to do. Include the order or account concerned if there is one, and any documents that help.

3. What happens next

1. Straight away you receive a reference number and an acknowledgement by email. 2. We send the complaint to whoever can put it right: the broker that handled your order, the firm that holds your account, or our own team for anything about the platform. We stay responsible for making sure it is answered. 3. A person replies to you within the time shown for your country below, keeps you updated at least as often as shown, and aims to resolve it within the target. 4. You receive a final response in writing: what we found, what we will do, and — if you are not satisfied — where you can take your complaint next.

You can follow your complaint and reply at any time in the app, or through the link in our emails.

4. Fraud and unauthorised activity

If you think someone has used your account, money or identity without your permission, choose Fraud or unauthorised activity. These complaints are escalated immediately and reported to the authorities within the time the rules require.

5. If you are not satisfied

You can reopen your complaint within the reopen window shown below. You can also take it to the regulator or ombudsman for your country, listed below. Using our process first does not take away your right to go to them.

6. Records

We keep a record of every complaint, the steps taken and the outcome, for the period the law requires, and we use what we learn to fix the cause.

7. Contact

support@etradeafrique.com

Timelines and where to escalate, by country

Ghana

Acknowledgement and reference: Straight away
A person replies: Within 2 working days
Progress updates: At least every 14 days
We aim to resolve it: Within 10 working days
Final response at the latest: Within 30 days
Fraud or unauthorised activity: Escalated at once, reported within 24 hours
Securities and Exchange Commission, Ghana is told: If unresolved after 30 days
You can reopen it: Within 30 days of our final response
Records kept: 7 years

If you are not satisfied

Securities and Exchange Commission, Ghana
If you are not satisfied with our final response, or your complaint is not resolved within 30 days.
sec.gov.gh/complaint · 0800-100-065 · Securities Industry Act, 2016 (Act 929), sections 18–23
Data Protection Commission, Ghana (data privacy)
If your complaint is about your personal data and you are not satisfied with our response.
www.dataprotection.org.gh · Data Protection Act, 2012 (Act 843)

Kenya

Acknowledgement and reference: Straight away
A person replies: Within 2 working days
Progress updates: At least every 14 days
We aim to resolve it: Within 10 working days
Final response at the latest: Within 30 days
Fraud or unauthorised activity: Escalated at once, reported within 24 hours
Capital Markets Authority, Kenya is told: If unresolved after 90 days
You can reopen it: Within 30 days of our final response
Records kept: 7 years

If you are not satisfied

Capital Markets Authority, Kenya
If you are not satisfied with our final response.
www.cma.or.ke

Nigeria

Acknowledgement and reference: Straight away
A person replies: Within 2 working days
Progress updates: At least every 14 days
We aim to resolve it: Within 10 working days
Final response at the latest: Within 30 days
Fraud or unauthorised activity: Escalated at once, reported within 24 hours
You can reopen it: Within 30 days of our final response
Records kept: 7 years

If you are not satisfied

Securities and Exchange Commission, Nigeria
If you are not satisfied with our final response.
sec.gov.ng

Every other country

Acknowledgement and reference: Straight away
A person replies: Within 2 working days
Progress updates: At least every 14 days
We aim to resolve it: Within 10 working days
Final response at the latest: Within 30 days
Fraud or unauthorised activity: Escalated at once, reported within 24 hours
You can reopen it: Within 30 days of our final response
Records kept: 7 years