User Assistance

Support & Complaint Handling Procedure

Transparent Dispute Resolution Protocol • Operational Standards

1. Dedicated Communication Channels

For software assistance, onboarding inquiries, or complaints regarding educational modules or platform telemetry, users may reach our compliance and support desk:

General Inquiries: Contact channel pending verification.

Compliance & Disputes: Contact channel pending verification.

Operating Hours: Monday – Friday, 08:00 – 18:00 UTC+3 (Nairobi Time)

2. Complaint Escalation Timeline

Step 1 • Acknowledgement

Within 24 Hours

Your inquiry is assigned a formal case tracking number and acknowledged in writing.

Step 2 • Investigation

1 to 3 Business Days

Technical telemetry, execution logs, and timestamps are audited against market feed data.

Step 3 • Resolution

Within 5 Business Days

A written resolution findings report and recommended corrective actions are issued.

3. Broker-Level Disputed Execution Escalation

For issues relating directly to trade execution pricing, liquidity slippage, deposits, or withdrawals on your MT5 account, inquiries should also be logged directly with JustMarkets customer support through the official JustMarkets Client Cabinet, citing your MT5 ticket number.