PROCEDURE FOR INCIDENTS OR COMPLAINTS AT WALL STREET US
Effective Date: April 1, 2018
Below you will find a summary of the Wall Street US LLC (WSU) Complaint Procedure, which may be useful if you experience an incident or have a complaint you wish to report.
Please report any incident as soon as you become aware of it, within a maximum of 30 business days from the date on which the incident occurred.
Your incident report must contain the following information:
(a) When the incident concerns a transaction or trade:
(i) Type of trading platform (e.g., MetaTrader, xStation);
(ii) Your real account number;
(iii) Trade ticket number;
(iv) Date of the transaction or trade;
(v) Time of occurrence;
(vi) Description of the incident;
(vii) What you are requesting;
(viii) Additionally, it is always helpful to include the name of the financial instrument involved in the incident and, if possible, attach a screenshot or image.
(ii) Your real account number;
(iii) Trade ticket number;
(iv) Date of the transaction or trade;
(v) Time of occurrence;
(vi) Description of the incident;
(vii) What you are requesting;
(viii) Additionally, it is always helpful to include the name of the financial instrument involved in the incident and, if possible, attach a screenshot or image.
(b) When the incident concerns a capital or fund transfer:
(i) Your real account number;
(ii) Date of the transfer;
(iii) Time of the transfer;
(iv) Currency used (e.g., USD, CLP);
(v) Description of what occurred;
(vi) What you are requesting;
(vii) Additionally, it is always helpful to describe the type of transfer (Withdrawal / Deposit), payment method, and/or attach supporting files.
(ii) Date of the transfer;
(iii) Time of the transfer;
(iv) Currency used (e.g., USD, CLP);
(v) Description of what occurred;
(vi) What you are requesting;
(vii) Additionally, it is always helpful to describe the type of transfer (Withdrawal / Deposit), payment method, and/or attach supporting files.
(c) When the incident refers to a trading platform malfunction:
(i) Type of trading platform (e.g., MetaTrader, xStation);
(ii) Platform version;
(iii) Type of internet connection;
(iv) Description of the incident;
(v) What you are requesting;
(vi) Additionally, it is always helpful to describe your mobile phone model, mobile OS version, trading account number, and/or attach screenshots or supporting files.
(ii) Platform version;
(iii) Type of internet connection;
(iv) Description of the incident;
(v) What you are requesting;
(vi) Additionally, it is always helpful to describe your mobile phone model, mobile OS version, trading account number, and/or attach screenshots or supporting files.
(d) When the incident refers to other matters:
(i) Description of the incident;
(ii) What you are requesting;
(iii) Additionally, it is always helpful to include your trading account number and/or attach supporting files or screenshots.
(ii) What you are requesting;
(iii) Additionally, it is always helpful to include your trading account number and/or attach supporting files or screenshots.
If you have an incident, please send it in writing to our email address: soporte@wallstreetus.com.
Our Customer Support team will do its best to resolve your issue as quickly as possible.
If you are not satisfied with the proposed resolution, you may escalate your complaint to our Customer Ombudsman.
Our Customer Support team will do its best to resolve your issue as quickly as possible.
If you are not satisfied with the proposed resolution, you may escalate your complaint to our Customer Ombudsman.
Wall Street US LLC
www.wallstreetus.com
www.wallstreetus.com
Wall Street US LLC is a limited liability company established at 14 Wall Street Center, New York, Manhattan, under Registration No. 0244909, and authorized by the National Futures Association (N.F.A.) under Registration No. 0244909.
Dear client, please note that in the event of any discrepancy between the Spanish and English versions, the English version shall prevail.