Complaints

2. This page explains the formal process for filing a complaint with Popular Trade, what information to include, the timelines we work to, and what you can do if the outcome does not satisfy you. We are committed to handling every complaint transparently, confidentially, and objectively, because a well-handled complaint is the most direct feedback we can get on where the service falls short.

No user suffers any consequence for filing a complaint: a claim does not affect the status of your account, your funds, or the service you receive.

3. The process, step by step

Four consecutive stages, with written confirmation at each one.

1

Filing

Send your complaint in writing to [email protected] with the subject "Complaint". You can also use the contact form; your message is routed into the same process.

2

Admission and acknowledgment

We confirm receipt by email with a case number within one business day at most. If essential information is missing, we ask for it in that same message.

3

Review

The Client Support and Compliance team examines the case using your account records, the documentation provided, and each involved team's account of events. If we need more data, we request it in writing.

4

Formal reply

You receive the decision with its reasoning and the corrective measures applied where appropriate. The reply is recorded in your file.

4. What your complaint should include

To keep the review quick, include: your full name and registered email, your account or username if you know it, a chronological description of the facts with dates, and the outcome you expect. If you have screenshots, statements, or related emails, attach them: every detail removes one round of questions and answers.

Do not include passwords, verification codes, or full card numbers in the message. We never need them to review a case, and their presence forces us to treat the email as a security incident.

5. Timelines

Acknowledgment of receipt: within one business day of arrival. Formal reply: up to fifteen business days from the moment the case file is complete, a deadline we communicate whenever it extends due to additional information being needed. Complaints tied to withdrawals in progress are prioritized and usually resolved within five business days. These timelines count in Puerto Rico business days, excluding Saturdays, Sundays, and public holidays.

6. Escalation and external resolution

If the formal reply does not resolve your claim, you can request a second internal review: the case goes to a reviewer different from the one who handled it first, with access to the complete file. Once the internal route is exhausted, you always keep the right to take the matter to the supervisory or consumer-protection authorities competent for financial services in Puerto Rico, following each body's own procedure. We deliberately attach no links to those organizations: you can locate them through their official channels.

7. Our commitments

Every complaint is handled under six rules: transparency, with a written and reasoned reply; confidentiality, limiting file access to the people reviewing the case; objectivity, judging facts and records rather than seniority or commercial history; communication, keeping you posted if the review extends; real correction, applying the measures that correspond instead of just apologizing; and learning, periodically analyzing the complaints received to fix root causes.

8. Contact information

File your complaint in writing at [email protected]. The Client Support and Compliance team handles it, Monday to Friday, 9:00 AM to 5:30 PM, Puerto Rico time (AST), with a first reply first reply usually within 1 business hour. If you prefer to raise it with your personal manager, they register the case for you and give you the tracking number the same day.

For general queries that are not complaints (usage questions, timelines, documentation), the same inbox works: we classify messages on arrival and confirm which channel your case follows.