Last Updated: May 27, 2026
1. Policy Overview
BrytCopyTrading is committed to providing excellent customer service and resolving complaints fairly and efficiently. This policy outlines our procedures for handling customer complaints and disputes.
2. What Constitutes a Complaint
- Service quality or performance issues
- Disputes over transactions or fees
- Technical problems with the platform
- Account access or security concerns
- Communication or support issues
- Billing or payment disputes
- Copy trading execution problems
- Policy or procedure disagreements
3. How to File a Complaint
- Email: Send detailed information to complaints@brytcopytrading.com
- WhatsApp: Message us at +256 752 525 709
- Support Ticket: Submit through your account dashboard
- Phone: Call our support line during business hours
4. Required Information
When filing a complaint, please provide:
- Your full name and account details
- Contact information (email, phone)
- Detailed description of the issue
- Relevant dates and times
- Supporting documentation (screenshots, statements, etc.)
- Previous communication regarding the issue
- Desired resolution or outcome
5. Response Times
- Initial Acknowledgment: Within 24 hours of receipt
- Investigation Period: 5-10 business days depending on complexity
- Resolution: Within 15 business days for most complaints
- Complex Cases: Up to 30 business days with regular updates
- Emergency Issues: Immediate response for security or urgent matters
6. Complaint Resolution Process
- Receipt: Complaint received and logged in our system
- Acknowledgment: Confirmation sent to complainant with reference number
- Assessment: Complaint reviewed and categorized by priority
- Investigation: Thorough investigation of the issue
- Resolution: Proposed solution or response developed
- Communication: Resolution communicated to complainant
- Follow-up: Confirmation of satisfaction and case closure
7. Escalation Process
If you are not satisfied with the initial resolution:
- Level 1: Request review by Customer Support Manager
- Level 2: Escalation to Operations Manager
- Level 3: Review by Compliance Officer
- Level 4: Executive Management review
- Level 5: External dispute resolution
8. Types of Resolutions
- Full or partial refund of fees or charges
- Correction of technical errors
- Service credits or compensation
- Process improvements or system fixes
- Formal apology and explanation
- Account adjustments or corrections
- Policy changes or clarifications
9. Record Keeping
- All complaints are documented and tracked
- Records maintained for minimum 5 years
- Regular analysis of complaint patterns
- Service improvements based on feedback
- Reporting to management on complaint trends
10. Fair and Impartial Treatment
We ensure that all complaints are handled fairly, impartially, and without bias. Our staff are trained to handle sensitive situations professionally and confidentially.
11. Confidentiality
All complaint information is treated as confidential and is only shared with authorized personnel involved in the resolution process. We comply with data protection regulations in handling your personal information.
12. External Dispute Resolution
If internal resolution is not possible, we can provide information about external dispute resolution services available in your jurisdiction. We cooperate fully with external mediators or regulatory bodies when required.
13. Regulatory Reporting
Serious complaints or systemic issues may be reported to relevant regulatory authorities as required by law. We maintain transparency with regulatory bodies regarding our complaint handling procedures.
14. Contact Information
For complaints or questions about this policy:
Email: complaints@brytcopytrading.com
WhatsApp: +256 752 525 709
Phone: +256 752 525 709