Build a case summary, linked timeline and issue-specific attachments. Reconcile transfers without double counting and adapt a clear complaint while protecting private records.
A useful evidence pack tells the recipient which account and entity are involved, what happened, what is disputed, what remedy you request and which document supports each statement. A folder of screenshots without dates or references can obscure those facts. This template organises them; it is not a regulator-issued form or a promise that a claim will be accepted.
Use a short summary with a separate attachment index. Keep complete originals privately and make redacted copies for public discussion. Do not publish identity documents, full account details, passwords, one-time codes or wallet recovery phrases.
Case reference: [your reference]. Contracting entity: [full legal name]. Product and account category: [details]. Private account reference: [provide securely only to the verified recipient]. Issue: [withdrawal, execution, identity or another defined issue]. Relevant period and time zone: [start/end]. Amount and currency in dispute: [calculation or state not yet established]. Requested remedy: [specific request]. Current stage: [company response or next step]. Attachments: [E01–E05].
Distinguish a requested remedy from an established entitlement. “Please trace the payment and provide its reference” is different from “refund every trading loss.” If the amount cannot yet be calculated, say what information is missing rather than inserting a guess.
The following events and identifiers are fictional. They show structure, not evidence about a real broker. All times in this example are UTC; retain the original time zone in your own records as well as any conversion you make.
| Time | Observed event | Supporting file | Unanswered question |
|---|---|---|---|
| 01 Sep 10:00 | Account agreement received | E01-agreement.pdf | Is this the entity responsible for the account? |
| 01 Sep 14:20 | USD 1,000 transfer completed | E02-transfer.pdf | Does the beneficiary match the stated collection arrangement? |
| 05 Sep 09:15 | USD 300 withdrawal requested, W123 | E03-request.pdf | Which terms and processing stage apply? |
| 07 Sep 12:00 | Support states “payment sent” | E04-message.eml | What is the bank or payment reference? |
| 08 Sep 08:30 | Receiving provider has not located a matching credit | E05-provider-reply.pdf | Can the sender supply a traceable reference? |
“Support said sent” and “money arrived” are different facts. So are “request submitted,” “approved” and “paid.” Preserve the original email or export where possible, not just a crop of its subject line. When correcting your timeline, retain the earlier version and label the correction in your private file.
| Issue | Priority evidence | What not to infer automatically |
|---|---|---|
| Withdrawal delay | Request ID, terms, status changes, beneficiary and trace reference | A delay alone does not establish fraud or prove a transfer occurred |
| Execution or slippage | Order IDs, request and fill times, sides, quantities, prices and costs | A chart screenshot alone does not establish an executable quote for your order |
| Identity mismatch | Contract name, complete host, official record and independent response | A real licence number does not authenticate every sender |
| Fee or tax demand | Exact demand, invoice, basis, amount, currency and recipient | The label tax does not establish liability; not every genuine withholding is fraudulent |
| Account access | Login alerts, device changes and actions actually taken | Receiving a suspicious message is not the same as unauthorised account access |
Do not collect irrelevant personal information to make a pack look larger. For a trading dispute, include both favourable and adverse fills in the period if you are making a general execution claim. For a payment dispute, explain truthfully whether you authorised the transfer; do not relabel an authorised payment to fit a different dispute route.
Suppose your records show USD 1,000 transferred and USD 200 returned. Net documented cash outflow is USD 800. A further USD 300 withdrawal request is not another payment to add to the loss. A dashboard balance of USD 1,500 is a separate platform statement requiring reconciliation; it is not independently confirmed recoverable cash.
List additional transfers, charges and currencies separately. Do not add USD and EUR amounts without identifying a conversion rate, date and purpose. Do not add the same underlying sum once as a deposit loss and again as an unpaid withdrawal. The example is bookkeeping, not a legal calculation of recoverable damages; contractual performance, trading results and applicable law can matter.
Please register this as a formal complaint concerning [entity/account reference]. On [date/time zone], I [observed action]. My request [ID] currently shows [state]. Your response on [date] stated [exact claim]. The attached records [IDs] support the chronology. The unresolved issue is [specific gap or discrepancy]. I request [trace, explanation, correction or specified payment], with the applicable contractual basis and next step. Please confirm the complaint reference, response process and any external dispute route applicable to my account.
Replace every placeholder and remove statements that do not match your facts. Ask for an explanation of missing evidence rather than manufacturing a reference yourself. Keep the sent version, delivery acknowledgement, case number and subsequent responses together. A receipt acknowledges a submission; it is not a decision on the merits.
Start with the actual contracting entity's complaint channel, independently verified. For external escalation, confirm jurisdiction, customer eligibility, product and required prior steps. Reporting possible misconduct to a regulator and asking an ombudsman or court for an individual remedy are different processes.
The UK Financial Ombudsman's complaint guidance is one jurisdiction-specific starting point, not a global deadline or automatic entitlement. Check the relevant route's current requirements and record when each deadline begins. If you suspect a deceptive payment, contact your payment provider promptly rather than waiting for an unrelated broker response period to end. Recovery is not assured.
Keep an original folder, a working summary and a separate redacted sharing set. Number attachments consistently and describe any conversion or annotation. If sharing an email publicly, conceal personal addresses and sensitive headers while retaining the complete private original. A file hash can show that your saved file has not changed; it does not prove that the underlying claim is true.
Before sending, confirm the entity, dates, currencies, arithmetic, requested remedy and attachment links. Remove unnecessary personal data. If another person submits on your behalf, verify what authority the recipient requires. Never give a recovery agent your trading or banking credentials to “prepare the complaint.”
Must I attach every identity document? No. Follow the verified recipient's requirements through a secure channel; never make them public merely to strengthen a post.
Does a large claimed loss make a complaint stronger? Accuracy matters. Separate documented transfers, displayed balances and disputed amounts without double counting.
Can FXCN order a refund? No. This is an information template, not a binding decision or recovery service.
What else should I use? The official-register worksheet identifies the relevant entity, while the withdrawal action plan distinguishes processing stages. Keep those questions separate from proving a particular loss.