Complaints handling

Tradiso Complaints & How We Resolve Them

The actual complaint data

We publish everything. 75+ verified reviews on our Trustpilot profile, 4.7-star average, 95% five-star. The reviews that aren't five-star are still visible — we don't suppress them.

What complaints tend to be about

Reading through the small percentage of reviews that aren't five-star, three themes recur:

1. Onboarding timing expectations

A handful of clients have noted that the gap between purchase and being fully operational takes several business days. This is real — onboarding involves KYC, account setup, and funding clearance, all of which are external timelines we don't fully control. We've since published a clearer day-by-day onboarding timeline so prospects know what to expect.

2. Communication during unusual market conditions

During volatile or unusual market windows, some clients have asked for more frequent updates than our standard cadence. We've added proactive update messaging during these windows in response.

3. Expectation mismatches

A small number of clients arrived expecting different characteristics than what we actually deliver. We've tightened our pre-purchase materials to spell out the realistic range more explicitly so that expectations and reality line up before any commitment.

Our resolution process, in writing

When something goes wrong, here's exactly what happens:

1. Reply within 24 hours. Every complaint gets a response from a named human — not a ticket-queue auto-reply.
2. Diagnose root cause. If the complaint is about a process or deliverable, we identify the underlying cause, not just the immediate symptom.
3. Fix the process, not just the case. When the root cause is systemic, we update the process so it doesn't recur. The "expectations mismatch" theme above is an example — we fixed our pre-purchase materials.
4. Resolution governed by written agreement. If the complaint is about results or terms, the written client agreement governs the path. Refund terms are explicit and we honour them.

How to bring a complaint to us

Two equally good paths:

• Email the team directly — every client has the team email and the response time is published.
• Post on Trustpilot. We see and respond to every Trustpilot review, positive or negative.

We strongly prefer hearing from you directly first — it lets us resolve faster — but the public option exists if you'd rather take that path.

Continue reading