Complaint Info


Client Complaints Procedure

We, UKUCHUMA FINANCIAL SERVICES (PTY) LTD, have adopted this complaint procedure to ensure that complaints that may arise from our relationship are treated fairly and in a timely manner. The Company is authorized and regulated by the Financial Sector Conduct Authority (FSCA) of South Africa, with FSP License Number 32535. Ukuchuma Financial Services PTY LTD's registration number is 2020/735868/07 with a registered address at: Office 1-14 1st floor, Workshop 17, 138 West Street, Sandown Sandton Gauteng 2196, South Africa.


Submitting your Complaint

If you would like to submit a complaint to the company, please fill in and submit the complaint form (click on the link below). Please be advised that the Company reserves the right not to accept complaints submitted by any other means or method (i.e. E-mail, telephone, etc.). Use the following link to access the complaint form.


Or Contact:

Once your complaint has been properly completed and submitted, the Company's Compliance Department will process and review your complaint and contact you accordingly.


Acknowledging your Complaint

We will acknowledge receipt of your complaint within five (5) business days from the receipt of your complaint and provide you with the unique reference number of your complaint. The unique reference number should be used in all your future contact with the Company, the Financial Ombudsman and/or FSCA of South Africa regarding the specific complaint.


Handling of your Complaint

Once we acknowledge receipt of your complaint, we will review it carefully, investigate the circumstances surrounding your complaint and will try to resolve it without undue delay. We shall make every effort to investigate your complaint and provide you with the outcome of our investigation within two (2) months from the date you have submitted your complaint to us. During the investigation process, we will keep you updated on the handling process of your complaint. One of our officers may contact you directly (including communication by email or phone) in order to obtain, where needed, further clarifications and information relating to your complaint. We will require your full cooperation in order to expedite the investigation and possible resolution of your complaint.

In the event that your complaint requires further investigation and we cannot resolve it within two (2) months, we will issue a holding response in writing or another durable medium. When a holding response is sent, it will indicate the causes of the delay and when the Company’s investigation is likely to be completed. In any event, we shall provide you with the outcome of our investigation no later than one (1) month from the issuing of the holding response, depending on the complexity of the case and your cooperation. Please note that the Company shall consider your complaint as closed and cease the relevant investigation in case you fail to respond to our officers within the period of three (3) months from the date of the submission of your complaint. When we reach an outcome, we will inform you of it together with an explanation of our position and any remedy measures we intend to take (if applicable).

Contact Details for Complaints

Registered Address: Office 1-14 1st floor, Workshop 17, 138 West Street, Sandown Sandton Gauteng 2196, South Africa.

Alternatively, you can contact the Financial Ombudsman of South Africa (FAIS Ombud):

If you are not satisfied with the Company’s final decision you may submit your complaint to the Financial Ombudsman of South Africa and seek mediation for possible compensation. It is important that you contact the Financial Ombudsman of South Africa within four (4) months of receiving a final response from the Company otherwise the Financial Ombudsman of South Africa may not be able to deal with your complaint. In the unlikely event that the Company was unable to provide you with a final response within the three (3) month time period specified above you may again contact the office of the Financial Ombudsman of South Africa no later than four (4) months after the date when we ought to have provided you with our final decision.

Contact Details of the Financial Sector Conduct Authority:

P.O. Box 35655, Menlo Park, 0102, South Africa
You may maintain your complaint with the South Africa Financial Sector Conduct Authority, however, please note that the South Africa Financial Sector Conduct Authority does not have restitution powers and therefore does not investigate individual complaints. It is understood that your right to take legal action remains unaffected by the existence or use of any complaints procedures referred to above.

Ready to start your journey?

Contracts for Difference (‘CFDs’) are a complex financial product, with speculative character, the trading of which involves significant risks of loss of capital. Trading CFDs, which are a marginal product, may result in the loss of your entire balance. Remember that leverage in CFDs can work both to your advantage and disadvantage. CFDs traders do not own or have any rights to the underlying assets. Trading CFDs is not appropriate for all investors. Past performance does not constitute a reliable indicator of future results. Future forecasts do not constitute a reliable indicator of future performance. Before deciding to trade, you should carefully consider your investment objectives, level of experience and risk tolerance. You should not deposit more than you are prepared to lose. Please ensure you fully understand the risk associated with the product envisaged and seek independent advice, if necessary.
Risk warning

XPro Markets is a brand name of UKUCHUMA FINANCIAL SERVICES (PTY) LTD ('XPro Markets'). The official website address is and

Lately, there have been emerging reports indicating that the brand name "XPro Markets" has been subjected to counterfeiting activities, where these replicas feature the altered trademark "XPro Market". These counterfeits exhibit striking resemblances in style, appearance, pronunciation, and lettering when compared to the authentic XPro Markets trademark