Please include
- Your name and the email address registered on the account
- A short account of when and how the problem happened
- Relevant transaction dates and amounts
- Screenshots or copies of correspondence, if any
- The resolution you expect
Complaints procedure
When you are not happy with our service, this page explains how to raise the problem, the stages it goes through, and where you can turn if it is not resolved.
Introduction
Every complaint is a chance to improve our service. LiraX commits to handling complaints fairly, impartially and in confidence.
This document explains how to make a complaint and how the company will respond. Complaining never harms your account; no restriction is applied because you used your rights. You can talk to your personal manager first, but a written complaint ensures the record and the time limits are followed in full.
A complaint can be about any matter, such as service quality, transaction and payment problems, account access, objections to fees, or an employee's conduct.
Send your complaint to [email protected] with "Complaint" in the subject line.
The complaints process
The process has four steps. You are kept informed at each one.
- 1
Submitting the complaint
Write the problem you experienced in an email. Even if you told your personal manager, putting it in writing ensures the case is opened correctly. When your request is received you are given a reference number.
- 2
Acknowledgement
An email is sent confirming the complaint was received. It states the expected time for the review and the department responsible.
- 3
Review
The compliance and support team examine event logs, transaction history and correspondence. If necessary you are asked for more information. The reviewer is an employee not directly involved in the subject of the complaint. If needed, the matter is escalated to the compliance officer and you receive regular updates on progress.
- 4
Reply and resolution
The outcome is communicated in writing together with the reasons. If the complaint is upheld, corrective steps and, where relevant, an offer of redress are provided.
What we need from you
A complete submission shortens the process.
Please do not share
- Your password or verification codes
- Your API secret key
- Your full card number, CVV and PIN
- Unnecessary details of third parties
Timelines
Timelines vary by type of complaint, but we aim to close each one within a reasonable time.
Where legislation in force in Türkiye (including consumer law and data protection) sets reply periods, those periods apply. Requests concerning personal data are concluded within the periods set by law.
| Stage | Time |
|---|---|
| Acknowledgement | Usually within one working day |
| Simple account and transaction issues | Mostly within 5 business days |
| Cases needing detailed review | Final reply within 30 days at the latest |
| Personal data requests | Within the period set by law |
If it is not resolved: external routes
If you are not satisfied with our reply, you keep the right to turn to independent bodies.
Regulators
For complaints about capital markets activity you can approach the Capital Markets Board (SPK), and for personal data matters the Personal Data Protection Authority (KVKK).
Consumer routes
Depending on the nature and value of the dispute, you may apply to the consumer arbitration committees or consumer courts. A legal adviser can tell you which route applies to you.
This section is for information only; the routes available may differ according to your situation.
Our commitments
Transparency
We keep you informed at every stage and explain the reasons behind a decision.
Confidentiality
Your complaint and personal details are seen only by the staff concerned, and only as far as necessary.
Impartiality
The complaint is assessed from the records by an employee who was not involved in the event.
Communication
When you ask about progress, we answer quickly using your reference number.
Corrective action
If a complaint is upheld we fix not only your case but the process, so that similar cases do not recur.
Records and feedback
Every complaint is recorded, and results go to the product and support teams as input for improvement.
Contact details
Send complaints to [email protected]. Responsible department: Client Support & Compliance.