Support and protected review
Complaints and Escalation
Use the right route for a general service concern, a live trade issue, or a request to review a documented protected step.
For a live trade
Keep messages and evidence inside the Trade Room. Use Report a Concern, protected refund review, or the dispute route only when the documented trade facts meet the relevant route conditions.
For account or service concerns
Contact NairaFX Support with a clear summary, relevant dates, and non-sensitive references. Never send passwords, OTPs, PINs, banking logins, or full account numbers by chat or email.
How cases are reviewed
Authorised staff review the applicable platform record and submitted evidence. Higher-risk, complex, or overdue matters may be escalated to the appropriate Operations, Compliance, or management authority.
Possible outcomes
A complaint or protected review may result in clarification, a documented decision, a request for further evidence, an account restriction, or another action permitted by NairaFX rules. A complaint does not guarantee a particular outcome.