Ifrik
Complaints handling
Version of 3 November 2026
A question, a disagreement or an error: we want to know and fix it quickly. Filing a complaint is free.
How to write to us
By email to contact@kouessi.com, from your account's email address, stating your username, the transaction concerned (order or movement reference) and what you are asking for.
Timeframes
- Acknowledgement within 2 business days.
- Answer within 15 business days. If the review takes longer, we explain why and give you a date, within 30 business days at most.
If you are not satisfied
You can ask for your complaint to be reviewed by the compliance officer. You can also refer it to the competent market authority or ombudsman in your country (for example the UMOA Financial Markets Authority in the WAEMU, the Securities and Exchange Commission in Nigeria, the Capital Markets Authority in Kenya), without prejudice to legal action.
Follow-up
Each complaint is recorded and tracked until closed. Regular analysis helps us fix root causes.