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Complaints

Complaint Resolution Timeline

At Nueva Wealth, we prioritize the swift and efficient resolution of client concerns. Our complaint resolution process follows a clear and structured timeline:

Investigation: Upon receipt of your complaint, our dedicated team conducts a detailed review, examining all supporting materials and relevant information. If further clarification is necessary, we may reach out to you directly.

Resolution: We aim to deliver timely resolutions. Simple matters are often settled within a few business days, though more complex issues may take additional time. In such cases, you will receive regular status updates throughout the process.

Communication: Once we reach a resolution, we provide a written explanation outlining the findings, any corrective measures taken, and the final outcome.

Feedback: Your feedback matters. If you remain unsatisfied with the resolution, you may escalate the matter following the steps detailed in our Complaints Policy.

Our goal is to uphold transparency and integrity in every stage of the complaint-handling process, ensuring each concern is addressed thoroughly and fairly. For further information, please refer to our Complaints Policy or reach out to our support team.

Definitions and Interpretation of Terms

To facilitate clear communication between you and Nueva Wealth, we define the following key terms as they relate to our services:

  • Account: Your registered user profile with Nueva Wealth, which provides access to our trading platform and related services.
  • Services: All products, tools, and functionalities offered by Nueva Wealth, including trading execution, platform access, and client support.
  • Transaction: Any financial activity conducted on our platform, such as deposits, withdrawals, or executed trades.
  • Privacy Policy: Our framework outlining how Nueva Wealth collects, manages, and safeguards your personal data.
  • Terms of Service: The binding agreement between Nueva Wealth and its users, establishing the rules, responsibilities, and terms of platform usage.
  • Amendment: Any revision, update, or addition made to our Terms of Service or Privacy Policy.

Understanding these definitions ensures mutual clarity and helps avoid miscommunication. For detailed descriptions, please consult our complete Terms of Service and Privacy Policy or contact our support staff.

Complaint Handling Procedure

Nueva Wealth is committed to resolving all client concerns with professionalism and efficiency. Our complaint resolution framework includes the following steps:

1. Submission: Clients can submit complaints using the form available on the Nueva Wealth website or by contacting our support team via email or phone. Include your full name, contact information, account ID (if relevant), and a clear description of the issue.

2. Acknowledgment: We will acknowledge receipt of your complaint within a few days and issue a reference number for tracking purposes.

3. Investigation: Our resolution team conducts a comprehensive review, examining all facts and documentation. If we require further details, we will request them during the process.

4. Resolution: We strive to resolve all complaints promptly—usually within several days. More complex matters may take additional time. If delays occur, we will keep you updated accordingly.

5. Notification: Once resolved, we will inform you of the outcome in writing, including a summary of findings and any actions taken to address the matter.

6. Escalation: If you are not satisfied with the result, you may escalate your complaint following the procedures outlined in Nueva Wealth’s official Complaints Policy.

Our structured process ensures that every complaint is handled fairly, transparently, and in line with regulatory standards.

Handling Client Queries

A query is defined as any expression of dissatisfaction or request for clarification related to your trading account or services received from Nueva Wealth. You may submit queries through our live chat, email support, or by phone.

Our support specialists will assess the issue and determine whether it can be resolved immediately or requires escalation.

For queries that demand further investigation, we aim to provide an initial response within two business days.

If you are unsatisfied with the response from our Customer Support team, you may escalate the matter to the Complaints Department using the procedures detailed in our Complaints Handling Policy.

Additional Information

For more insights into Nueva Wealth’s services, policies, or trading-related queries, please visit our website or contact our support department. We provide a wide range of resources and assistance to help clients make informed decisions and resolve any uncertainties.

Whether you need help navigating the platform, understanding our legal documents, or managing your trading account, our team is available via:

We are here to provide prompt, accurate, and client-focused service for all your inquiries.