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How can you file queries or complaints regarding your trading experience or any issues encountered on

At, we strive to serve every one of our clients to the best of our ability. We believe in treating all our clients with honesty and transparency.

So if you have any questions or want to make a complaint, we will do our utmost to answer your queries and provide a satisfactory explanation.

Find out how to file queries or complaints below.

How to send queries

Your satisfaction with our services is our utmost priority at

If you have a trading-related question, please email the customer support team at

You can also contact them on Live Chat or submit an online query form. They will get back to you within 48 hours.

Using Live Chat

Our customer support team uses English for Live Chat. If you prefer to be contacted in your chosen language, leave these details with them and they will get back to you as soon as they can:

  • Name
  • Email address
  • Account number
  • Other contact details
  • Preferred mode of contact (phone/WhatsApp/email)

If our customer support team is taking longer than usual to respond to you on Live Chat, they are probably experiencing a high volume of inquiries. Do continue to hold and they shall be with you shortly.

How to file a complaint

For matters relating to dissatisfactory service, you can submit a complaints form to us. Our compliance department will take the necessary action.

We aim to resolve a formal complaint within two months. If we need more time to investigate, we will notify you of the delay. Read more here.

A complete resolution, which will come with a full written response, will not take longer than three months from the date the complaint was submitted.

Log in to your account now to send us a query or complaint.

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What are the benefits of trading with a regulated company?


One of the benefits of trading with a regulated company is that you know you are contracting with a reliable and reputable provider in a secure environment, which has strict rules and guidelines in place, protecting the interests of retail clients. Other legal obligations of a regulated company include, but are not limited to, ensuring financial services are provided efficiently, honestly and fairly, dealing with retail client money in a certain way and having dispute resolutions systems in place in case you are unsatisfied with our services.

However, please note that regulation is not an absolute guarantee of security or reliability. Additionally, being regulated does not change that trading in CFDs and Margin FX products carries a high degree of risk, and you may lose some or all of your invested capital.

Where are your offices located?


Our Group has regulated entities in several jurisdictions, specifically Cyprus, UK, Australia, South Africa and BVI. Each of our entities is regulated by the relevant authority in its jurisdiction.

Are my funds at risk in case of Insolvency/Bankruptcy?


All client funds are held in segregated bank accounts, to ensure maximum funds protection. For more information, please check our Regulation & Legal pack located at the footer of our page.

Is my personal data safe with you?


The protection and safeguarding of our clients personal and financial information is of utmost importance to us, therefore we take the highest of measurements when it comes to the security of our system. You may refer to our Privacy Policy statement for more information regarding your data held with us.

What are the official email domains of


The official email domains used for our communication are:

We recommend that you do not engage or respond to any communication that is not from the official email domains mentioned above.

Is a scam?

Down is a global company with more than 5m registered accounts which is regulated in Europe, UK, BVI, Australia and South Africa. Unfortunately, there are certain websites and fraudsters who wish to take advantage of our brand name and seek to impersonate us. 
Please refer to our Safety Online / Stay Protected Online Page for more information.

Who are we and are we regulated?

Down is operated by Finalto (BVI) Limited which is an authorized and regulated by the B.V.I Financial Services Commission (“FSC”) under the Securities and Investment Business Act, 2010, license number SIBA/L/14/1067. is a global brand and trade mark used by Finalto (BVI) Limited and owned by Finalto (IOM) Limited.

Finalto (BVI) Ltd has the sole and exclusive use of the domain worldwide.

What can I trade with you?

Down offers a wide range of instruments. You can trade CFDs on our multi-asset platform, giving you unparalleled control over the way you trade.

Need further assistance?

We've got you covered. Here's how to reach us for personalized help.

Get help
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