Contact & Complaints

1How to Contact Us

The primary way to reach our team is through the contact form on our Contact page. You can also reach us by email using the address published on our website. We aim to acknowledge all enquiries within one business day and to provide a full response within the timeframes set out below.

2General Enquiries

For general questions about the Equity IB programme, our rebate structure, tier system, available resources or any aspect of the website, please use our Contact page and select 'General Enquiry' as the subject. Our team will respond with full information within 1–2 business days.

3IB Partnership Enquiries

For specific questions about your IB application, account setup, rebate calculations, payment status or partnership terms, please contact your dedicated account manager where one has been assigned, or use our Contact page and select 'IB Partnership Enquiry'.

If you are a new applicant without a dedicated manager, our IB team will be assigned to assist you following the submission of your application.

4Technical Support

For technical issues related to the website, your IB dashboard, tracking links or any digital tool, please contact us through the Contact page and select 'Technical Support'. Please describe the issue, including any error messages, your device type and browser, to help us resolve it as quickly as possible.

5Privacy and Data Requests

For requests to access, correct, delete or port your personal data, or to exercise any other data protection rights, please contact us through the Contact page and select 'Privacy / Data Request'. Please allow up to 30 days for us to process your request, as required by applicable data protection law.

6Our Complaints Procedure

We take complaints seriously and are committed to resolving them fairly and efficiently. If you are not satisfied with any aspect of our service — including our marketing resources, rebate administration, payment processing, customer communications or the conduct of our team — you have the right to make a formal complaint.

7How to Make a Complaint

To make a formal complaint, please contact us through the Contact page and select 'Formal Complaint' as the subject. In your complaint, please include your full name and account details (if applicable), a clear description of the issue or concern, the date the issue occurred and any supporting documentation.

You may also submit a complaint by email to the address published on our Contact page, clearly marking your correspondence as 'Formal Complaint'.

8Acknowledgement

We will acknowledge receipt of your formal complaint within 2 business days. Our acknowledgement will confirm your complaint reference number and the name of the team member responsible for managing your case.

9Investigation

Following acknowledgement, we will conduct a thorough investigation of your complaint. This may involve reviewing account records, communications history, rebate calculations and any other relevant information. We may contact you during the investigation to request additional information or clarification.

10Response and Resolution

We aim to provide a full written response to all formal complaints within 10 business days of acknowledgement. Our response will set out our findings, any actions taken and any remedy offered. If the investigation is taking longer than anticipated, we will contact you to explain the reason for the delay and provide an updated timeline.

11Escalation

If you are not satisfied with our response to your complaint, you may escalate the matter by requesting a senior review. To escalate, please reply to our complaint response email marking your message 'Escalation Request'. A senior member of our team will review your case and provide a final response within 10 business days.

If you remain dissatisfied after our internal escalation process, you may wish to seek independent advice or consider any external dispute resolution mechanisms that may be available in your jurisdiction.

12Response Time Summary

For your reference, the following response timeframes apply to our support and complaints process.

13Contact Information

All contact, including formal complaints, should be directed through our Contact page or via the email address published there. We do not accept formal complaints through social media channels.