Last updated: 9 August 2026. Monaco Western Limited, trading as Monaco Funded, Trinidad and Tobago. Contact: . This procedure forms part of the Terms of Service.
How to complain
Email with the word "Complaint" in the subject line. Tell us:
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the email address on your account,
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what happened and when, with dates and times if you have them,
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the account or run it relates to, if it relates to one,
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and what you would like us to do.
You do not need to use any particular form of words, and you will not be treated worse for complaining.
What happens next
1.
We acknowledge within 3 business days, and tell you who is handling it.
2.
We investigate. We can see the full record of your account: every order, every result, every wallet movement, what you agreed to and when. Where a complaint is about a trade, a rule breach, or a settled Afterhours evaluation, we re-check it against those records rather than against anyone's memory.
3.
We respond in full within 15 business days. If we cannot, we will tell you why and give you a date, which will not be more than 30 business days from the day you complained.
4.
Our response tells you what we found, what we are doing, and why. If we are not upholding your complaint we will say so plainly and explain the reasoning.
If you are not satisfied
Reply and say so, and a director will review it personally. That review is our final response.
Nothing in this procedure limits your right to take a matter to a court in Trinidad and Tobago, or to any regulator with authority over it. You do not have to exhaust this procedure before doing so, although we would rather fix a problem than defend one.
Complaining about a charge
If your complaint is about money you paid us, please raise it here before contacting your bank. A card dispute takes longer than we do, and while one is open we may suspend the account it relates to (Refund Policy, section 9). We would almost always rather resolve it directly.
Records
We keep every complaint and its outcome for 7 years.
Copyright 2026 Monaco Western Limited. All rights reserved.