1. Who this is for

This Complaints policy explains how operators, prospects, and other counterparties can raise a complaint about OneProp’s Site or Services. It forms part of the Terms of use. It is not a financial-ombudsman scheme. We are a technology provider; we are not the firm that contracts with retail traders for evaluations or payouts.

2. How to complain

Email admin@oneprop.shop with the subject “Complaint”. Include:

Your name, firm, and a contact email.
Tenant, invoice, or Order identifier if you have one.
What happened, when, and what you want us to do.
Copies of relevant correspondence (without End User identity documents unless strictly necessary).

If you cannot use email, use the contact form on the Site and write “Complaint” in the notes. On the static Site that draft may remain only in your browser until a backend exists — also send email if the matter is urgent.

Abusive, threatening, or purely repetitive messages may be restricted. We can still receive a single clear statement of the issue from a named authorised contact.

3. What we will do

Acknowledge a complaint within five business days of receipt at admin@oneprop.shop, unless it is clearly spam.
Investigate using logs, the Order, and the facts you provide.
Aim to send an outcome within twenty business days. Complex issues may take longer; we will say so.
Explain whether we uphold the complaint in whole or in part, and any remedy (which may include a service credit or refund only where the Order or Refunds policy allows).

Remedies are without admission of liability except as we state in writing. This process does not extend limitation periods in the Terms.

4. Trader complaints

If you are a trader unhappy with a prop firm’s rules, payout, or KYC decision, complain to that firm. We do not adjudicate End User disputes, reverse risk breaches you configured, or pay profit splits. If you believe a firm is misusing our marks to imply we are the counterparty, send examples to the address above and we may take brand action; that is not a payout decision.

5. Privacy complaints

Data-subject requests and privacy complaints follow the Privacy policy. You may also complain to a supervisory authority. Using this policy does not require you to wait before contacting an authority, though we appreciate the chance to resolve issues first.

6. Escalation

If you are not satisfied with the outcome, reply to the outcome email and ask for a review by a more senior contact. That review is our final internal step. Contractual disputes then follow the governing-law and dispute clauses in the Terms. Nothing in this policy limits either party’s right to seek urgent injunctive relief or to report crime to authorities.

These documents are in English only. They describe a technology provider’s website and software licence practices. They are not legal, tax, or regulatory advice, and they are not a substitute for a signed Order or data-processing addendum. The contracting entity is 1591011 B.C. LTD, a British Columbia company trading as OneProp. A registered office, if required, is stated in the Order. Notices: admin@oneprop.shop.

Questions: admin@oneprop.shop.

Complaints