Quick answer: Contact RockGlobal through the official Support route and clearly state that you are making a formal complaint. Provide the relevant account, transaction or trade references, a concise timeline and the outcome you are seeking.
What to include
- Your full legal name and registered email address;
- Your RockGlobal profile or trading account number;
- A clear description of the issue and when it occurred;
- Relevant order, ticket, deposit, withdrawal or transaction references;
- The steps already taken and any response received;
- Supporting screenshots or documents; and
- The resolution or explanation you are requesting.
How to structure the complaint
- State Formal complaint in the subject or opening line.
- Describe the issue in date order and distinguish facts from assumptions.
- Identify the exact account activity or service involved.
- Attach only relevant evidence and retain the original files.
- Provide a reliable contact method and your timezone.
What happens next
RockGlobal will route the complaint for review under the process applicable to your account and entity. The team may request further information, examine available account and platform records, and issue an acknowledgement, update or outcome. Response timing can depend on the complexity of the matter and any additional information required.
While the complaint is being reviewed
- Keep copies of the complaint, evidence and all correspondence.
- Reply from the registered email address where possible.
- Quote the complaint reference in later messages.
- Continue monitoring open positions and account margin; making a complaint does not pause trading activity.
- Do not send passwords, one-time codes, complete card details or wallet private keys.
If you disagree with the outcome
Read the final response carefully. It should explain the outcome and, where applicable, the next internal or external escalation route available for the RockGlobal entity that serves your account. Regulatory and dispute-resolution rights can differ by entity and jurisdiction, so use the details provided in the response rather than assuming that another region’s process applies.
Urgent security incidents
If the matter involves suspected account compromise, unauthorised access or a payment scam, state this immediately when contacting Support and take the account-security actions described in the relevant security article. Do not wait for the ordinary complaints process before securing your email, device or payment method.