Dispute Resolution
Dispute Resolution
Dispute Resolution
Dispute Resolution
Dispute Resolution
Introduction
Introduction
At GatesFX LTD, we strive to provide a transparent, fair, and efficient trading environment.
Despite our commitment to excellence, disagreements or misunderstandings may occasionally arise between GatesFX and our clients.
This Dispute Resolution Policy outlines how such disputes are managed, investigated, and resolved.
Our objective is to ensure that all complaints are handled promptly, impartially, and professionally, in accordance with applicable laws and our regulatory obligations.
At GatesFX LTD, we strive to provide a transparent, fair, and efficient trading environment.
Despite our commitment to excellence, disagreements or misunderstandings may occasionally arise between GatesFX and our clients.
This Dispute Resolution Policy outlines how such disputes are managed, investigated, and resolved.
Our objective is to ensure that all complaints are handled promptly, impartially, and professionally, in accordance with applicable laws and our regulatory obligations.
2. Scope
2. Scope
This policy applies to all retail and institutional clients of GatesFX LTD and covers disputes arising from:
The execution of trades or transactions;
Deposits, withdrawals, or account funding issues;
Technical platform errors or delays;
Account management or client communication concerns;
Perceived unfair practices or contractual misunderstandings.
This policy applies to all retail and institutional clients of GatesFX LTD and covers disputes arising from:
The execution of trades or transactions;
Deposits, withdrawals, or account funding issues;
Technical platform errors or delays;
Account management or client communication concerns;
Perceived unfair practices or contractual misunderstandings.
3. Our Commitment
3. Our Commitment
GatesFX LTD is committed to:
Treating all client concerns with respect and objectivity;
Providing clear and timely communication during the resolution process;
Maintaining confidentiality throughout all stages of the investigation;
Complying fully with applicable financial laws, regulations, and international best practices.
GatesFX LTD is committed to:
Treating all client concerns with respect and objectivity;
Providing clear and timely communication during the resolution process;
Maintaining confidentiality throughout all stages of the investigation;
Complying fully with applicable financial laws, regulations, and international best practices.
4. Reporting a Complaint
4. Reporting a Complaint
Clients are encouraged to contact our Client Support Team as the first point of contact for any issue or concern.
Complaints can be submitted through any of the following channels:
Email: support@gatesfx.com
Live Chat: Available from the trader dashboard
Postal Address: Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros Islet, St. Lucia
To ensure efficient handling, clients should include:
Full name and account number
Detailed description of the issue
Relevant evidence or supporting documents (e.g., screenshots, trade IDs, transaction references)
Desired resolution or outcome (if applicable)
Clients are encouraged to contact our Client Support Team as the first point of contact for any issue or concern.
Complaints can be submitted through any of the following channels:
Email: support@gatesfx.com
Live Chat: Available from the trader dashboard
Postal Address: Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros Islet, St. Lucia
To ensure efficient handling, clients should include:
Full name and account number
Detailed description of the issue
Relevant evidence or supporting documents (e.g., screenshots, trade IDs, transaction references)
Desired resolution or outcome (if applicable)
5. Acknowledgment and Timeline
5. Acknowledgment and Timeline
Once a complaint is received:
Acknowledgment: GatesFX will acknowledge receipt of the complaint within 2 business days.
Investigation: Our Compliance Department will review and investigate the matter thoroughly.
Resolution: A formal written response will be provided within 10 business days of acknowledgment.
In complex cases requiring additional time, GatesFX will notify the client of the delay and provide a revised timeframe.
Once a complaint is received:
Acknowledgment: GatesFX will acknowledge receipt of the complaint within 2 business days.
Investigation: Our Compliance Department will review and investigate the matter thoroughly.
Resolution: A formal written response will be provided within 10 business days of acknowledgment.
In complex cases requiring additional time, GatesFX will notify the client of the delay and provide a revised timeframe.
6. Internal Review Process
6. Internal Review Process
All complaints are handled by the Compliance and Risk Management Department, independent from the customer service and dealing teams.
The process includes:
Reviewing communication logs, transaction history, and platform data;
Consulting technical or financial specialists if necessary;
Evaluating compliance with GatesFX’s internal procedures and regulatory standards.
Once complete, a written response outlining the investigation findings, decision, and any remedial steps will be provided.
All complaints are handled by the Compliance and Risk Management Department, independent from the customer service and dealing teams.
The process includes:
Reviewing communication logs, transaction history, and platform data;
Consulting technical or financial specialists if necessary;
Evaluating compliance with GatesFX’s internal procedures and regulatory standards.
Once complete, a written response outlining the investigation findings, decision, and any remedial steps will be provided.
7. Escalation Procedure
7. Escalation Procedure
If a client is dissatisfied with the outcome of the internal review, the complaint may be escalated to senior management for further assessment.
The escalation request must be made within 10 business days of receiving the final decision.
GatesFX management will:
Re-evaluate the matter in full,
Review any new evidence provided by the client, and
Issue a final written determination.
If a client is dissatisfied with the outcome of the internal review, the complaint may be escalated to senior management for further assessment.
The escalation request must be made within 10 business days of receiving the final decision.
GatesFX management will:
Re-evaluate the matter in full,
Review any new evidence provided by the client, and
Issue a final written determination.
8. External Dispute Resolution
8. External Dispute Resolution
If the client remains unsatisfied after exhausting all internal procedures, the dispute may be referred to an independent external body or competent court in accordance with the laws of St. Lucia.
8.1 Jurisdiction
All disputes shall be governed by and construed in accordance with the laws of St. Lucia.
Legal proceedings, if required, shall be initiated in the courts of St. Lucia, unless both parties mutually agree to alternative resolution methods.
8.2 Alternative Dispute Resolution (ADR)
Where possible, GatesFX may offer to resolve the matter through mediation or arbitration, promoting fair outcomes without lengthy court processes.
Participation in ADR is voluntary but strongly encouraged for efficiency and goodwill.
If the client remains unsatisfied after exhausting all internal procedures, the dispute may be referred to an independent external body or competent court in accordance with the laws of St. Lucia.
8.1 Jurisdiction
All disputes shall be governed by and construed in accordance with the laws of St. Lucia.
Legal proceedings, if required, shall be initiated in the courts of St. Lucia, unless both parties mutually agree to alternative resolution methods.
8.2 Alternative Dispute Resolution (ADR)
Where possible, GatesFX may offer to resolve the matter through mediation or arbitration, promoting fair outcomes without lengthy court processes.
Participation in ADR is voluntary but strongly encouraged for efficiency and goodwill.
9. Record Keeping
9. Record Keeping
All complaint records, correspondence, and evidence are retained for a minimum of five (5) years from the date of final resolution.
These records remain confidential and are accessible only to authorized personnel or regulatory authorities upon request.
All complaint records, correspondence, and evidence are retained for a minimum of five (5) years from the date of final resolution.
These records remain confidential and are accessible only to authorized personnel or regulatory authorities upon request.
10. Confidentiality
10. Confidentiality
GatesFX treats all complaint-related information with strict confidentiality.
We will not disclose any details to third parties unless required by law, regulation, or with the explicit consent of the client.
GatesFX treats all complaint-related information with strict confidentiality.
We will not disclose any details to third parties unless required by law, regulation, or with the explicit consent of the client.
11. Good Faith and Fair Dealing
11. Good Faith and Fair Dealing
Both GatesFX and the client are expected to engage in the dispute resolution process in good faith, providing accurate, complete, and honest information throughout.
False claims or misuse of the process may result in disciplinary or legal action.
Both GatesFX and the client are expected to engage in the dispute resolution process in good faith, providing accurate, complete, and honest information throughout.
False claims or misuse of the process may result in disciplinary or legal action.
12. Continuous Improvement
12. Continuous Improvement
Feedback from the dispute resolution process is reviewed periodically to enhance our procedures, staff training, and client communication practices.
Our goal is not only to resolve disputes but to prevent future issues through transparency and operational excellence.
Feedback from the dispute resolution process is reviewed periodically to enhance our procedures, staff training, and client communication practices.
Our goal is not only to resolve disputes but to prevent future issues through transparency and operational excellence.
13. Policy Updates
13. Policy Updates
GatesFX LTD reserves the right to amend or update this policy at any time to reflect operational, legal, or regulatory changes. Any updates will be published on the official GatesFX website and shall take effect immediately upon publication. Continued use of our services constitutes acceptance of any changes.
GatesFX LTD reserves the right to amend or update this policy at any time to reflect operational, legal, or regulatory changes. Any updates will be published on the official GatesFX website and shall take effect immediately upon publication. Continued use of our services constitutes acceptance of any changes.
Disclaimer
This Dispute Resolution Policy should be read together with our Client Agreement, Risk Disclosure, and Terms and Conditions. By opening an account or using GatesFX services, clients agree to abide by the procedures outlined herein.
Start trading in three steps.
Start trading in three steps.
Start trading
in three steps.
Start trading in three steps.
Registration
Verification
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 213 12" xmlns="http://www.w3.org/2000/svg"><path d="M 0 0 L 203.5 0" fill="transparent" height="1px" id="uKzkQQwER" stroke-dasharray="0" stroke-linecap="round" stroke-linejoin="round" stroke-width="5" stroke="rgb(213, 217, 222)" transform="translate(3 6)" width="203.5px"/></svg>)
Start Trading
Enter your details.
Create Account
Full Name
Enter your name
Email Address
Enter your email
Registration
Verification
Start Trading
Enter your details.
Create Account
Full Name
Enter your name
Email Address
Enter your email
Registration
Verification
Start Trading
Enter your details.
Create Account
Full Name
Enter your name
Email Address
Enter your email
Registration
Verification
Start Trading
Enter your details.
Create Account
Full Name
Enter your name
Email Address
Enter your email
**Take your first trade in less than 2 minutes.
**Take your first trade in less than 2 minutes.
**Take your first trade in less than 2 minutes.
GatesFX is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services.
Registration number: 00396 IBC 2024
Copyright 2025. GatesFX LTD.
All rights reserved.
Registration Address:
Ground floor, The Sotheby Building,
Rodney Village, Rodney Bay,
Gros Islet, St. Lucia
AML Policy
Risk Disclosure
Privacy Policy
Refund Policy
Opening an Account
GatesFX LTD, is an Authorized Financial Services Provider (“FSP”) licensed and regulated by the Financial Sector Conduct Authority (“FSCA”) in South Africa (FSP No. 46087).
GatesFX LTD is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services and provides access to trading services in accordance with applicable laws and regulations.
Client accounts are onboarded through GatesFX LTD, a company incorporated in Saint Lucia (Reg. No. 00396 ICB 2024). By opening an account with GatesFX LTD, you confirm that you are at least eighteen (18) years of age (or the legal age in your jurisdiction), that you are acting of your own free will without solicitation from GatesFX, and that you will ensure compliance with all applicable local laws and regulations.
!
Risk Warning: Trading Forex and CFDs carries a high level of risk to your capital and you should only trade with funds you can afford to lose. Trading Forex and CFDs may not be suitable for all investors, so please ensure that you fully understand the risks involved and seek independent advice if necessary. Please read and ensure you fully understand our Risk Disclosure.
Restricted Countries: GatesFX LTD does not provide services for residents of certain countries, including Israel, New Zealand, Iran, and North Korea (Democratic Peoples's Republic of Korea), or any country where such distribution or use would be contrary of local law or regulation. Furthermore, GatesFX LTD does not solicit citizens of the Untied States of America. Please check with your local jurisdiction to determine if you are permitted to open an account with GatesFX LTD.
It is your responsibility to determine whether you are permitted to open an account with GatesFX.
Disclaimer: The information provided herein reflects personal opinions and ideas and does not constitute a recommendation to purchase financial services or guarantee the performance or outcomes of future transactions. This material is not intended to be interpreted as financial advice. While every effort has been made to ensure the accuracy, validity and completeness of the information, no guarantees are provided and no liability is accepted for any losses incurred as a result of investments made based on this material. Nothing contained on this site should be considered or construed as professional advice from GatesFX LTD, its affiliates, directors, officer, or employees.
GatesFX is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services.
Registration number: 00396 IBC 2024
Copyright 2025. GatesFX LTD.
All rights reserved.
Registration Address:
Ground floor, The Sotheby Building,
Rodney Village, Rodney Bay,
Gros Islet, St. Lucia
AML Policy
Risk Disclosure
Privacy Policy
Refund Policy
Opening an Account
GatesFX LTD, is an Authorized Financial Services Provider (“FSP”) licensed and regulated by the Financial Sector Conduct Authority (“FSCA”) in South Africa (FSP No. 46087).
GatesFX LTD is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services and provides access to trading services in accordance with applicable laws and regulations.
Client accounts are onboarded through GatesFX LTD, a company incorporated in Saint Lucia (Reg. No. 00396 ICB 2024). By opening an account with GatesFX LTD, you confirm that you are at least eighteen (18) years of age (or the legal age in your jurisdiction), that you are acting of your own free will without solicitation from GatesFX, and that you will ensure compliance with all applicable local laws and regulations.
!
Risk Warning: Trading Forex and CFDs carries a high level of risk to your capital and you should only trade with funds you can afford to lose. Trading Forex and CFDs may not be suitable for all investors, so please ensure that you fully understand the risks involved and seek independent advice if necessary. Please read and ensure you fully understand our Risk Disclosure.
Restricted Countries: GatesFX LTD does not provide services for residents of certain countries, including Israel, New Zealand, Iran, and North Korea (Democratic Peoples's Republic of Korea), or any country where such distribution or use would be contrary of local law or regulation. Furthermore, GatesFX LTD does not solicit citizens of the Untied States of America. Please check with your local jurisdiction to determine if you are permitted to open an account with GatesFX LTD.
It is your responsibility to determine whether you are permitted to open an account with GatesFX.
Disclaimer: The information provided herein reflects personal opinions and ideas and does not constitute a recommendation to purchase financial services or guarantee the performance or outcomes of future transactions. This material is not intended to be interpreted as financial advice. While every effort has been made to ensure the accuracy, validity and completeness of the information, no guarantees are provided and no liability is accepted for any losses incurred as a result of investments made based on this material. Nothing contained on this site should be considered or construed as professional advice from GatesFX LTD, its affiliates, directors, officer, or employees.
GatesFX is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services. Registration number: 00396 IBC 2024
Copyright 2025. GatesFX LTD. All rights reserved. Registration Address: Ground floor, La Place Creole Building, Rodney Village, Rodney Bay, Gros Islet, St. Lucia
AML Policy
Risk Disclosure
Privacy Policy
Refund Policy
Opening an Account
GatesFX LTD, is an Authorized Financial Services Provider (“FSP”) licensed and regulated by the Financial Sector Conduct Authority (“FSCA”) in South Africa (FSP No. 46087).
GatesFX LTD is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services and provides access to trading services in accordance with applicable laws and regulations.
Client accounts are onboarded through GatesFX LTD, a company incorporated in Saint Lucia (Reg. No. 00396 ICB 2024). By opening an account with GatesFX LTD, you confirm that you are at least eighteen (18) years of age (or the legal age in your jurisdiction), that you are acting of your own free will without solicitation from GatesFX, and that you will ensure compliance with all applicable local laws and regulations.
!
Risk Warning: Trading Forex and CFDs carries a high level of risk to your capital and you should only trade with funds you can afford to lose. Trading Forex and CFDs may not be suitable for all investors, so please ensure that you fully understand the risks involved and seek independent advice if necessary. Please read and ensure you fully understand our Risk Disclosure.
Restricted Countries: GatesFX LTD does not provide services for residents of certain countries, including Israel, New Zealand, Iran, and North Korea (Democratic Peoples's Republic of Korea), or any country where such distribution or use would be contrary of local law or regulation. Furthermore, GatesFX LTD does not solicit citizens of the Untied States of America. Please check with your local jurisdiction to determine if you are permitted to open an account with GatesFX LTD.
It is your responsibility to determine whether you are permitted to open an account with GatesFX.
Disclaimer: The information provided herein reflects personal opinions and ideas and does not constitute a recommendation to purchase financial services or guarantee the performance or outcomes of future transactions. This material is not intended to be interpreted as financial advice. While every effort has been made to ensure the accuracy, validity and completeness of the information, no guarantees are provided and no liability is accepted for any losses incurred as a result of investments made based on this material. Nothing contained on this site should be considered or construed as professional advice from GatesFX LTD, its affiliates, directors, officer, or employees.
GatesFX is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services.
Registration number: 00396 IBC 2024
Copyright 2014-2025. GatesFX LTD. All rights reserved. Registration Address: Ground floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros Islet, St. Lucia
AML Policy
Risk Disclosure
Privacy Policy
Refund Policy
Opening an Account
GatesFX LTD, is an Authorized Financial Services Provider (“FSP”) licensed and regulated by the Financial Sector Conduct Authority (“FSCA”) in South Africa (FSP No. 46087).
GatesFX LTD is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services and provides access to trading services in accordance with applicable laws and regulations.
Client accounts are onboarded through GatesFX LTD, a company incorporated in Saint Lucia (Reg. No. 00396 ICB 2024). By opening an account with GatesFX LTD, you confirm that you are at least eighteen (18) years of age (or the legal age in your jurisdiction), that you are acting of your own free will without solicitation from GatesFX, and that you will ensure compliance with all applicable local laws and regulations.
!
Risk Warning: Trading Forex and CFDs carries a high level of risk to your capital and you should only trade with funds you can afford to lose. Trading Forex and CFDs may not be suitable for all investors, so please ensure that you fully understand the risks involved and seek independent advice if necessary. Please read and ensure you fully understand our Risk Disclosure.
Restricted Countries: GatesFX LTD does not provide services for residents of certain countries, including Israel, New Zealand, Iran, and North Korea (Democratic Peoples's Republic of Korea), or any country where such distribution or use would be contrary of local law or regulation. Furthermore, GatesFX LTD does not solicit citizens of the Untied States of America. Please check with your local jurisdiction to determine if you are permitted to open an account with GatesFX LTD.
It is your responsibility to determine whether you are permitted to open an account with GatesFX.
Disclaimer: The information provided herein reflects personal opinions and ideas and does not constitute a recommendation to purchase financial services or guarantee the performance or outcomes of future transactions. This material is not intended to be interpreted as financial advice. While every effort has been made to ensure the accuracy, validity and completeness of the information, no guarantees are provided and no liability is accepted for any losses incurred as a result of investments made based on this material. Nothing contained on this site should be considered or construed as professional advice from GatesFX LTD, its affiliates, directors, officer, or employees.
GatesFX is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services.
Registration number: 00396 IBC 2024
Copyright 2025. GatesFX LTD.
All rights reserved.
Registration Address:
Ground floor, The Sotheby Building,
Rodney Village, Rodney Bay,
Gros Islet, St. Lucia
AML Policy
Risk Disclosure
Privacy Policy
Refund Policy
Opening an Account
GatesFX LTD, is an Authorized Financial Services Provider (“FSP”) licensed and regulated by the Financial Sector Conduct Authority (“FSCA”) in South Africa (FSP No. 46087).
GatesFX LTD is an international broker regulated by the International Financial Centre of St. Lucia, ensuring transparency and compliance with international standards of the company's services and provides access to trading services in accordance with applicable laws and regulations.
Client accounts are onboarded through GatesFX LTD, a company incorporated in Saint Lucia (Reg. No. 00396 ICB 2024). By opening an account with GatesFX LTD, you confirm that you are at least eighteen (18) years of age (or the legal age in your jurisdiction), that you are acting of your own free will without solicitation from GatesFX, and that you will ensure compliance with all applicable local laws and regulations.
!
Risk Warning: Trading Forex and CFDs carries a high level of risk to your capital and you should only trade with funds you can afford to lose. Trading Forex and CFDs may not be suitable for all investors, so please ensure that you fully understand the risks involved and seek independent advice if necessary. Please read and ensure you fully understand our Risk Disclosure.
Restricted Countries: GatesFX LTD does not provide services for residents of certain countries, including Israel, New Zealand, Iran, and North Korea (Democratic Peoples's Republic of Korea), or any country where such distribution or use would be contrary of local law or regulation. Furthermore, GatesFX LTD does not solicit citizens of the Untied States of America. Please check with your local jurisdiction to determine if you are permitted to open an account with GatesFX LTD.
It is your responsibility to determine whether you are permitted to open an account with GatesFX.
Disclaimer: The information provided herein reflects personal opinions and ideas and does not constitute a recommendation to purchase financial services or guarantee the performance or outcomes of future transactions. This material is not intended to be interpreted as financial advice. While every effort has been made to ensure the accuracy, validity and completeness of the information, no guarantees are provided and no liability is accepted for any losses incurred as a result of investments made based on this material. Nothing contained on this site should be considered or construed as professional advice from GatesFX LTD, its affiliates, directors, officer, or employees.
**Take your first trade in
less than 2 minutes.
**Take your first trade in
less than 2 minutes.