01How to complain
Email support@hentrad.com with:
- your full name and the email address on your Hentrad account;
- what went wrong, and when;
- any payment references, screenshots or trade details that help;
- what you'd like us to do to put it right.
Complaining is free, and it never affects your place in the programme.
02What happens next
| Step | When |
|---|---|
| We confirm we've received your complaint and tell you who is handling it | Within 2 working days |
| We look into it, and may ask you for more information | As needed |
| We send you our decision, the reasons for it, and what we'll do | Within 10 working days of receiving it |
If a complaint needs longer, for example because we're waiting for a bank or payment provider, we'll tell you why and when to expect our answer.
03Payment problems
If you were charged twice, charged in error, or paid but your access didn't open, include the payment reference from your bank or checkout. Duplicate and mistaken charges are refunded once confirmed.
If someone asked you to pay them for Hentrad outside the portal, or into a personal account, that wasn't us. Tell us straight away so we can warn others, and contact your bank.
04Trading and result disputes
If you think a trade, a daily result, a level or a profit share is wrong, tell us the account, date and trade details. We'll check them against our records, including the prices and the record of the automatic rule checks, and correct anything that was wrong.
05If you're not satisfied
If you're unhappy with our final answer, you can contact:
- the Federal Competition and Consumer Protection Commission (FCCPC), for consumer complaints;
- the Nigeria Data Protection Commission (NDPC), for complaints about how we handle your personal data.
You can also go to court. See the Terms & Conditions.
06Our details
- Operated by
- Aloine Technologies Ltd (parent company)
- support@hentrad.com
- Support hours
- Monday–Friday, 9:00 AM – 6:00 PM WAT