Contact and Support

Site contact

For anything relating to this website, write to:

Email: [email protected]

Use this address for corrections, factual disputes, broken links, accessibility problems, and requests relating to content we have published. We aim to reply within five working days. Messages sent on weekends or public holidays in Zambia are counted from the next working day.

Account and platform support

Questions about your own Deriv account, deposits, withdrawals, verification documents, login problems, or trading products must go to Deriv directly. Deriv handles these matters through its own support channels, which are listed inside the client dashboard and on the official Deriv website. We do not have access to Deriv systems, account records, or payment processing.

If you contact us about an account issue, we can only point you to the relevant Deriv channel. We cannot escalate, expedite, or influence a decision made by Deriv.

Regulatory and complaint matters

Deriv operates under multiple licences in different jurisdictions. Which regulator applies to you depends on the entity that holds your account and your country of residence. If you have a complaint about a Deriv entity, the correct first step is Deriv's own complaints procedure. If that does not resolve the matter, the next step is the dispute resolution body or regulator named in your client agreement.

We are not a regulator, an ombudsman, or a dispute resolution provider. We cannot accept complaints against Deriv, and forwarding a complaint to us does not preserve any deadline or right you may have.

Corrections policy

We review published pages periodically. If you believe a page on this site contains an error, send the page address, the specific text you dispute, and any supporting source. Where a correction is warranted, we update the page and note the change. Where we disagree, we may reply explaining our position. We do not remove accurate content because a company or individual objects to it.

What we do not do

• We do not provide trading advice, signals, or portfolio management.
• We do not accept deposits, hold client funds, or process payments.
• We do not create accounts, verify identity documents, or reset passwords.
• We do not act as an intermediary between you and Deriv.
• We do not sell or transfer personal data to third parties for marketing.

Data protection

Zambia's Data Protection Act, 2021 governs how we handle personal data. If you send us an email, we hold your address and the contents of your message for as long as needed to deal with the matter and to meet any record-keeping duty. You may ask to see the personal data we hold about you, ask for it to be corrected, or ask for it to be deleted where no legal basis requires us to keep it. Send such requests to the email address above with "Data request" in the subject line.

Do not send identity documents, bank statements, card numbers, or account credentials. We do not need them and will delete them if received.

Response times

General enquiries: within five working days. Corrections with supporting sources: within ten working days. Data requests: within thirty days, as required by Zambian data protection law.

Language

We correspond in English. This site is written for readers in Zambia.

Postal contact

If you need a postal address for formal correspondence, request it by email first. We provide it on a case-by-case basis and do not publish a street address.

Before you write

Check whether your question is about this website or about Deriv itself. Website matters come to us. Account, payment, and product matters go to Deriv. This saves time for both sides.