qTrade support staff strives to provide a swift and effective resolution to any issue experienced during the use of our service. Each member of our team endeavors to assist with any inquiry, and we believe our customers have a right to be respected, heard, and understood. However, there are some situations that make it difficult for our support staff to resolve requests. If a customer becomes threatening or abusive to our staff, we do not tolerate that behavior.
We understand that issues with payments or trade executions can be stressful and we want to assist in resolving misunderstandings and hear our customers’ concerns. Regardless, if that frustration becomes aggressive, threatening, or disparaging towards our staff, we consider that behavior unacceptable and may refuse to provide additional support service. All threats of violence are reported to authorities and qTrade reserves the right to close the account of any customer making such threats. We believe that everyone has a right to feel safe at work, and that includes qTrade employees.
qTrade strives to offer the best support possible in the industry, but unfortunately some disputes may not be able to be resolved by our support team. While we respect our customer’s right to take legal action, if a customer threatens legal action our support staff will refer the matter to our legal team and refuse to provide additional support on that topic. We also reserve the right to end the business relationship with that customer.
Thank you for understanding our desire to maintain a safe and respectful environment. We are happy to assist our customers, but the right to that assistance includes the expectation of respectful and considerate communication with our staff. Please feel free to contact us with any questions or concerns you may have on this policy