The Complete Guide to Complaint Handling:

At Legend Financial Ireland Limited, (“Legend Ireland, we”) are committed to providing the highest level of service to our clients. However, we understand that there may be times when things don’t go as expected. If that happens, we want to hear from you and ensure the matter is addressed fairly and efficiently.

If you have a complaint regarding our products, services, support, or any other aspect of your experience with us, this guide explains how you can raise it. We take every complaint seriously. Our complaint handling process is designed to be straightforward, transparent, and impartial, with the goal of resolving issues promptly and restoring your confidence in us.

How to submit a complaint:

You can submit your complaint by email at support@legendtrading.com

Required details for processing your complaint:

• Your full name.
• The email address associated with your Legend Trading account.
• Your country of residence.
• A detailed description of your issue including dates and events related to your complaint.
• Any relevant support ticket numbers (if applicable).
• Optional: Screenshots or documents that help explain the issue.

What to expect, once we receive your complaint

• Acknowledgment: we will confirm receipt within 5 business days.
• Initial Review and Follow-up: if we require additional information to investigate your complaint, we will contact you within 10 business days.
• Response Timeframe: you can expect a response within 15 business days.
• Progress Updates: if your complaint remains open, you will receive a status update within 15 business days.
• Extended Timeline: in complex cases, the investigation may take up to 30 to 35 business days.
• If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the Financial Services and pensions Ombudsman (FSPO) in Ireland. —Financial Services and Pensions Ombudsman - Complaint Form (fspo.ie)
• Address: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29, Ireland.
• Telephone: +353 (0)1 567 7000
• Email: info@fspo.ie
• Website: www.fspo.ie

Our Commitment to you:

At Legend Ireland, we are committed to treating all clients fairly and with respect. We investigate complaints carefully and without bias, communicate openly in a clear and supportive manner, and ensure that your personal information is kept safe in line with our Privacy Notice.