1.1. This complaint handling policy notice outlines the guidelines and procedures established by (hereinafter referred to as "we," "us," "nomo," the platform") for handling complaints from our users. Defined terms in our terms and conditions will have the same meaning in this complaints handling procedure, unless otherwise defined. The platform is operated by Nomo Trade Limited, an International Business Company number 2023-00509 in Saint Lucia. The registered office is situated at Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, LC01 401, Saint Lucia. The physical office is located at 1344 Mariano Roque Alonso Street, Asunción, 001005, Paraguay.

1.2. nomo has designated a compliance officer to effectively handle user complaints, facilitating prompt resolution and implementing necessary measures to prevent recurring issues.

2.1. A complaint, as per nomo, is any objection or dissatisfaction expressed by a user regarding the services provided by the platform. A complaint form is appended to this policy.

3.1. The compliance officer is responsible for addressing user complaints, except when the complaint involves the compliance officer, in which case the representative officer will handle it.

3.2. To assist in processing complaints, you must provide the following information:

• Your trading account number.
• Your name/surname/email address.
• Date of the event.

• Cause of your complaint (choose one):

  - execution of orders;

  - quality or lack of information provided;

  - terms of contract/fees/charges;

  - general admin/customer services;

  - issue related to withdrawal of funds;

  - any other cause.

• Details of the person or department at nomo to whom you think the complaint should be directed.

3.3. All user complaints must be submitted in writing, being as descriptive as possible regarding the events leading to the complaint. nomo reserves the right not to review verbal complaints or claims lacking significant details, such as the date of the event, affected positions, and/or requested compensation amount.

3.4. The user can register a complaint by communicating it through any of the following options:

Email: support@nomotrade.com
Postal address: Nomo Trade Limited, Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, LC01 401, Saint Lucia

3.5. Upon receiving the user’s complaint, the compliance officer will send a written acknowledgement within 7 business days.

3.6. nomo aims to provide a final response within 14 days. If unable to do so, the compliance officer will notify the user in writing, stating the reasons for the delay and providing an estimated resolution time.

3.7. A final response should be given to the user within 60 business days from the date of complaint submission.

3.8. If the complainant remains dissatisfied with nomo’s final response, they can refer the complaint, along with a copy of the final response, to the Financial Services Regulatory Authority (FSRA) for further examination.

3.9. Contact details for the Financial Services Regulatory Authority

4.1. Users should provide all relevant documentation and any additional information requested by the compliance officer to ensure proper record collection and timely complaint resolution.

4.2. All records will be securely stored in compliance with local requirements for a period of up to seven years.