This is a working template prepared for review by qualified counsel in the United States, India, the United Kingdom and the European Union. It is not yet in force and creates no rights or obligations until a final version is published.
- Complain any way you like — chat, email or in the app. We acknowledge quickly and keep you updated.
- We aim to resolve most complaints within days; the maximum times depend on your country and are listed below.
- If you are unhappy with our answer, you can escalate free of charge to an independent body once we are regulated in your market.
The summary helps you navigate; the sections below are the document.
1How to complain
- In the app: Support → Raise a complaint.
- Chat: open Nexus Assist and say “complaint”, or ask for a person.
- Email: complaints@algonexus.trade (India: grievance@algonexus.trade).
- Post: Complaints Team, [registered office address].
Please include your account email, what happened, when, and what you would like us to do. You don’t need to use the word “complaint” — any expression of dissatisfaction is treated as one. Complaining is always free.
2What happens next
| Step | Our standard |
|---|---|
| Acknowledgement | Within 1 business day, with a reference number and a named handler |
| Investigation | By someone not involved in the original issue; we may ask for more information |
| Updates | At least every 10 business days while open |
| Final response | In writing, explaining our decision, any redress, and your escalation rights |
3Maximum response times by market
| Market | Maximum time for our final response |
|---|---|
| India | Grievances under the Consumer Protection (E-Commerce) Rules: acknowledged within 48 hours, resolved within one month. Once SEBI-registered: within 21 calendar days, as SEBI requires for research analysts and investment advisers. [verify] |
| United Kingdom | 8 weeks (FCA DISP 1.6). Complaints resolved within 3 business days receive a summary resolution communication. |
| European Union | Without undue delay and within 15 business days for most complaints; up to 8 weeks for complex cases, with a holding reply. [verify against national rules] |
| United States | 30 days, or sooner where state law requires. |
4Escalation — IndiaIN
- Raise the grievance with us; if not resolved, escalate to our Grievance Officer (escalation matrix).
- Once AlgoNexus is SEBI-registered: if you are not satisfied, or receive no response within 21 days, lodge a complaint on SEBI SCORES (scores.sebi.gov.in).
- If still unresolved, you may initiate online conciliation and arbitration through the securities market’s SMART ODR portal (smartodr.in).
- Data-protection grievances not resolved by us may be taken to the Data Protection Board of India. Consumer disputes may also be filed with the Consumer Commission (e-daakhil.nic.in).
Until SEBI registration, SCORES and SMART ODR cannot handle complaints about AlgoNexus itself; complaints about your broker can be raised with the broker and then through those channels.
5Escalation — United KingdomUK
Once AlgoNexus (or a firm that has appointed it as a representative) is FCA-authorised, eligible complainants may refer a complaint to the Financial Ombudsman Service (financial-ombudsman.org.uk, 0800 023 4567) if they are unhappy with our final response or have not had one within 8 weeks. You must normally refer within 6 months of our final response. The service is free. Until then, the Financial Ombudsman Service cannot consider complaints about AlgoNexus, and we will tell you any other options available.
6Escalation — European UnionEU
You may refer an unresolved complaint to the alternative dispute resolution (ADR) body competent for financial services in your country, or to your national financial regulator. FIN-NET (finance.ec.europa.eu/fin-net) lists them. The European Commission’s ODR platform was discontinued on 20 July 2025 and no longer accepts complaints. You may also go to court. [name ADR body once authorised]
7Escalation — United StatesUS
You may submit a complaint to your state securities regulator (nasaa.org lists them), to the SEC at sec.gov/tcr, or to the Consumer Financial Protection Bureau or Federal Trade Commission for billing and privacy issues. Disputes not resolved through this process are handled as set out in the US addendum to our Terms.
8Records and reporting
We keep records of complaints and their outcomes for at least 5 years, analyse them for root causes, and report them to regulators as required. Once registered with SEBI, we will publish monthly complaint statistics on this page.