Agrim/DPROD-4197/ help centre complaints

crowdin/messages.json

@@ -35,11 +35,9 @@
   "33727397": "You can fund your margin account with EUR, USD and GBP. If you wish to use other currencies, please reach out to us and we will review your request.",
   "34997376": "Deriv in numbers",
   "36380780": "<p>Here's how to open a Touch/No Touch contract:</p><ul><li>Choose an instrument to trade.</li><li>Set the duration of your contract.</li><li>Set your preferred barrier.</li><li>Enter your stake or desired potential payout.</li><li>Place your trade.</li></ul>",
-  "36614989": "To register a complaint and seek assistance, follow these easy steps",
   "39595561": "See how your bot is performing as it executes each trade and receive notifications via Telegram.",
   "41078219": "Get into the Deriv Trader experience",
   "41570825": "Are High/Low Ticks options available on Deriv Trader?",
-  "48132512": "Join and grow with us.",
   "48235639": "The potential payout and loss (your initial stake) amounts are clearly displayed before you open the trade.",
   "48469443": "Complete <0>this form</0>, and we'll get in touch with you in a couple of days.<br/>You'll need a real Deriv trading account, too. If you don't have one, sign up <1>here</1>.",
   "48763975": "What if I am unhappy with the outcome of my complaint?",
@@ -400,7 +398,6 @@
   "396319850": "How to register for Deriv P2P?",
   "396992773": "Deriv is the best broker in the world so far in terms of the assets they offer, ease of withdrawals and deposits, plus other services. Keep on giving us the best, Deriv!",
   "399056226": "How can I recognise phishing websites?",
-  "400968378": "locations",
   "401039438": "Have consistent, regular sign ups via your referral link",
   "401450104": "> 3 - 5 billion",
   "405110755": "You can trade forex, cryptocurrencies, and derived on Deriv Trader. Some markets may not be available in certain countries.",
@@ -475,8 +472,6 @@
   "469552854": "Want to know more about CFD trading conditions for the instruments we offer?",
   "469798381": "Years of service",
   "472630909": "It will take 1-3 working days for your application to be reviewed.",
-  "472915014": "Deriv is one of the world’s largest online brokers. We offer CFDs and other derivatives on forex, stocks & indices, cryptocurrencies, commodities, and derived indices to millions of registered users across the globe.",
-  "473760456": "We speak plainly to avoid ambiguity, disclose the terms of all contracts, and are clear about the risks of trading and how we make money.",
   "474616293": "The trading platform to fit your style",
   "475611258": "Help centre | Frequently asked questions | About Deriv | Deriv",
   "476241116": "Provide expert tips and opinions on online trading via a website, blog, YouTube channel, webinars, or other forms of digital media.",
@@ -549,7 +544,6 @@
   "535867011": "Sign up in minutes and explore Trader’s Hub — all your trading needs, in one place.",
   "538228086": "Close-Low",
   "539261300": "OS icon",
-  "539645627": "We aim to deliver market-leading products that are trusted around the world.",
   "540538076": "40+ stocks",
   "541218901": "Full name*",
   "541543954": "<0>Revenue share</0><br/>Earn commission of up to 45% based on the monthly net revenue generated by your clients. The higher their net revenue, the higher your commission payout.",
@@ -709,6 +703,7 @@
   "686707119": "Are In/Out options available on Deriv Trader?",
   "686961748": "<0>Deriv Trader</0> is an advanced trading platform where you can trade digital and lookback options and multipliers on more than 50 assets.",
   "688617121": "High leverage",
+  "688625639": "We will acknowledge receipt of your complaint via email and aim to provide a final response within fifteen (15) business days.",
   "689068852": "Where can I see my ads?",
   "689400450": "It's the best broker in the world. I will recommend it to anyone every day all the time. Their support agents are really helpful in all areas.",
   "690959930": "Reset password | Deriv",
@@ -732,7 +727,6 @@
   "706717249": "5 - 800",
   "706931524": "When you purchase a 'High-Close' contract, your payout will be equal to the difference between the highest price and the exit price over the duration of the contract multiplied by the multiplier.",
   "710137133": "Apply now",
-  "712547410": "total trade turnover",
   "714321435": "laptop mt5",
   "714478782": "<0>AUD Basket</0> measures the value of the Australian dollar against a basket of five global currencies (USD, EUR, GBP, JPY, CAD), each weighted by 20%.",
   "715753532": "Find your role with us by browsing Deriv job opportunities in Cyberjaya, Malaysia.",
@@ -788,7 +782,6 @@
   "762926186": "A quick strategy is a ready-made strategy that you can use in Deriv Bot. There are 3 quick strategies you can choose from: Martingale, D'Alembert, and Oscar's Grind.",
   "763072092": "MT5 trading signals subscriptions expire automatically after one month. To renew or cancel a subscription, follow these steps.",
   "763514492": "Get integrated help",
-  "764856444": "We have a huge mission, an incredible team, and rapid growth.",
   "764879840": "GLD.US",
   "764958509": "Trade on global financial markets and multiply your potential profit without losing more than your stake.",
   "768795461": "Start trading cryptocurrencies on Deriv in 3 simple steps",
@@ -826,7 +819,6 @@
   "803547668": "paid out since inception",
   "803989222": "The Synthetics account allows you to trade on Deriv’s proprietary synthetic indices that are available 24/7 and simulate real-world market movements.",
   "806165583": "Australia 200",
-  "808426886": "We don’t practise hard-selling, offer financial or trading advice, nor make promises of guaranteed returns. We don’t encourage vulnerable people to trade and implement controls to prevent any unlawful activity.",
   "809146176": "Not applicable",
   "809414451": "<0>Forex at your fingertips.</0> Currency trading with major and minor pairs.",
   "809480545": "If you'd like to log in using your email address instead, follow these steps:",
@@ -857,7 +849,6 @@
   "831164350": "Let’s say you want to calculate the stop loss level and pip value when you want to buy a lot of EUR/USD priced at 1.17524 USD with a stop loss amount of 24 USD.",
   "831282685": "Drop us an email",
   "831784233": "Close-Low Icon",
-  "832324110": "Our locations",
   "832827564": "This plan is not available for IBs who promote to clients residing in the EU.",
   "833547634": "Currency weight",
   "833981027": "Open a real account, make a deposit, and start trading basket indices and other markets.",
@@ -937,7 +928,6 @@
   "897072394": "deriv.app platform video",
   "897325464": "Instruments available for CFD trading",
   "898646134": "To see your account’s trading limits, go to Settings > Security and safety > <0>Account limits</0>.",
-  "899411431": "Once you’re shown options to select from, choose “Complaints”. You can also type \"complaint\".",
   "899612897": "You should enter 8-13 numbers.",
   "901158881": "This feature allows you to set the level of profit that you are comfortable with when the market moves in your favour. Once the amount is reached, your position will be closed automatically and your earnings will be deposited into your Deriv account.",
   "902057285": "Click Yes to confirm the cancellation. Your funds will be returned to your Deriv account, and your account balance will be updated accordingly.",
@@ -993,7 +983,6 @@
   "949617971": "Your Deriv X password is linked to the standalone Deriv X trading platform while your Deriv password gives you access to platforms hosted on our website such as DTrader and DBot.",
   "949859957": "Submit",
   "953170529": "Enjoy zero commission trading on all assets.",
-  "953539018": "Head of Client Funding Facilities",
   "954358534": "Rating a great experience lets you show your appreciation towards your trade partners. They’ll be encouraged to maintain their excellent standards upon receiving your positive ratings. Your ratings and recommendations will also help other Deriv P2P users find reliable trade partners.",
   "955451911": "Take advantage of high leverage and tight spreads on Deriv’s CFD trading platforms.",
   "957496593": "We got you covered",
@@ -1128,7 +1117,6 @@
   "1088428939": "These indices correspond to financial markets with volatilities of 10% and 20%. One tick is generated for every tick of the corresponding forex pair.",
   "1089110190": "You accidentally gave us another email address (usually a work or a personal one instead of the one you meant).",
   "1089165018": "Get in touch",
-  "1089912642": "Head of Products & Growth",
   "1090964405": "Monthly volume requirement",
   "1091197091": "How are payouts calculated for In/Out options?",
   "1091315173": "<strong>Scan for viruses:</strong> Run a full system scan on your computer and any devices you used to access your account. Make sure your antivirus and anti-malware software is up to date.",
@@ -1188,7 +1176,6 @@
   "1149190992": "Trade selected derived and financial assets without overnight charges.",
   "1150115412": "1. Please log in to your account and go to the “Manage account settings”.",
   "1150953111": "Tight spreads",
-  "1151456638": "We value team players that collaborate freely across departments with humility and ambition.",
   "1153826782": "A sub-affiliate earns USD 200 from their Revenue Share plan. The same sub-affiliate earns USD 100 from their IB programme. Here is how we calculate their total commissions:",
   "1155361880": "Need help? Please <0>contact us via live chat.</0>",
   "1155971726": "Click <0>here</0> to close your account.",
@@ -1227,7 +1214,6 @@
   "1187487273": "Volatility 15 (1s) Index",
   "1189346909": "To withdraw from your Deriv account into your personal account, go to Cashier, click \"Withdrawal\", and follow the instructions on the screen. You’ll need to verify your withdrawal request and confirm your withdrawal amount.",
   "1189875009": "Proven track record",
-  "1190588251": "We treat all customers equitably, handle complaints with integrity, and offer competitive prices with no hidden costs and no artificial barriers on customer withdrawals.",
   "1191311301": "How do I set an investor password for my Deriv MT5 account?",
   "1191789799": "Password should be more than 8 characters including 1 uppercase and 1 number",
   "1192961783": "Licence and regulatory information | Deriv",
@@ -1363,7 +1349,6 @@
   "1316697520": "Markets available for multipliers trading",
   "1319030942": "Signup failed",
   "1320418221": "Estimate the margin you need to hold your positions. The result depends on leverage, volume lot, and your Deriv MT5 account balance.",
-  "1324376913": "Our values are the fabric of our culture",
   "1325181938": "Street*",
   "1326142154": "high-low option trade",
   "1326235397": "These indices correspond to simulated markets with constant volatilities of 10%, 25%, 50%, 75%, and 100%.",
@@ -1452,7 +1437,6 @@
   "1403761038": "Real account ",
   "1403848854": "The Deriv MT5 Standard account offers new and experienced traders high leverage and variable spreads for maximum flexibility.",
   "1404594106": "Swap short (Daily points)",
-  "1405194573": "Locate the live chat widget on our website or app at the bottom right corner of the screen.",
   "1405929527": "Your IB commissions earned from Deriv X are credited directly into your Deriv account daily.",
   "1406209174": "Trade with a regulated industry pioneer trusted by traders for more than 20 years.",
   "1406360927": "Minor pairs",
@@ -1769,7 +1753,6 @@
   "1673824550": "Minimum stake",
   "1674164323": "<0>With a x500 multiplier</0>, if the market goes down 2%, you'll <1>lose only $100</1>. An automatic stop out kicks in if your loss reaches your stake amount.",
   "1674319947": "Unfortunately, Deriv is not available in this country.",
-  "1674363165": "traders worldwide",
   "1674798397": "Trade multipliers on our mobile app.",
   "1676292946": "Forex trading gives you the chance to profit from changes in the relative values of currencies on the forex market.",
   "1677027187": "Forex",
@@ -2184,6 +2167,7 @@
   "2036876215": "<0>Forex at your fingertips.</0> Currency trading with major, minor, and exotic pairs. ",
   "2041571225": "- Brokerage firms",
   "2041763181": "Once we've paid your commission into your account, you can withdraw whenever you want.",
+  "2043149338": "To register a complaint about our Services, follow these easy steps:",
   "2043507434": "Here's what you can do:",
   "2044508368": "Earn when your clients trade on an MT5 Financial STP account.<br><br>All commission rates are quoted in USD, per round trade.",
   "2044967354": "You can see your available balance in the <0>My profile</0> tab.",
@@ -2298,7 +2282,6 @@
   "2139905716": "In addition to their simplicity to understand, the main reason traders choose to trade vanilla options is because they offer potentially high profit as they do not have a fixed payout, while losses are strictly limited to the initial stake amount.",
   "2142042461": "Trading CFDs increases both potential profit and loss",
   "2142117024": "Take profit amount in Up direction",
-  "2143477659": "We settle all contracts fairly, process all deposits and withdrawals promptly, and provide reliable support and a high-quality trading experience to all our customers.",
   "2143762194": "Create your Deriv account now and start trading!",
   "2144015434": "On Deriv, trading CFDs on leverage lets you pay only a small fraction of the contract’s value and amplify your potential profit, similarly increasing your potential loss.",
   "2144113378": "A chart illustrating a losing Rise trade type contract",
@@ -2709,8 +2692,8 @@
   "-801786755": "How to change affiliate links.",
   "-284709654": "Complaints",
   "-777070551": "How can I submit a complaint?",
-  "-1435532406": "Click the widget to open the chat window.",
-  "-1071683620": "Respond to the questions that appear on your screen.",
+  "-660822390": "Compose an email detailing your complaint and attach any supporting evidence.",
+  "-1193532945": "Send the email to <0>[email protected]</0>.",
   "-151972777": "No. Regulators will not accept your complaint unless you first give us a chance to investigate your complaint and give you a response within the timeframes specified in our <0>complaints policy.</0>",
   "-280324365": "What is Deriv Bot?",
   "-1787820992": "Platforms",
@@ -4612,32 +4595,5 @@
   "-594286125": "Practise trading with Deriv as long as you like. No risk, no hidden fees.",
   "-1773685845": "All markets and platforms",
   "-661813412": "Enjoy full access to all our markets and platforms.",
-  "-1520902282": "No credit card needed",
-  "-2022759357": "Make trading accessible to anyone, anywhere",
-  "-77779780": "From inception, our goal was to break free of the high commissions and clunky products offered by traditional brokers. Also, we aim to deliver a first-class experience to digitally inclined traders, regardless of the size of their accounts.",
-  "-1321496264": "In a journey spanning 25 years, we have grown to over 2.5 million customers worldwide. But our mission has remained the same:",
-  "-554746075": "Integrity",
-  "-1917169640": "We serve our customers with fairness and transparency. We settle all contracts by the book and speak plainly and truthfully.",
-  "-1679427554": "Customer focus",
-  "-411750591": "We put the customer first and strive to build products that deliver the best customer experience.",
-  "-611750993": "Competence",
-  "-1566641642": "We value colleagues with the ability to use good judgement and an aptitude to learn and grow.",
-  "-1111451256": "Teamwork",
-  "-418008452": "Our principles are the framework for our decisions",
-  "-3618456": "Learn more about our principles",
-  "-1855417261": "Our leadership",
-  "-1593526027": "Co-Chief Executive Officer",
-  "-2049472334": "Chief Risk & Compliance Officer",
-  "-942399507": "Co-Chief Financial Officer",
-  "-1018318927": "Chief Human Resources Officer",
-  "-216767904": "Chief Administrative Officer",
-  "-2090485097": "Head of Engineering",
-  "-607033827": "Senior Vice President (Product)",
-  "-1315613352": "Vice President (Engineering)",
-  "-54637324": "Vice President (Customer Relations)",
-  "-275117592": "withdrawals last month",
-  "-608807773": "trades last month",
-  "-1165835520": "employees",
-  "-651384976": "nationalities",
-  "-1033881248": "See our open positions"
+  "-1520902282": "No credit card needed"
 }

themes/gatsby-theme-deriv/src/pages/help-centre/data/_complaints_procedure.ts

@@ -24,7 +24,7 @@ const complaints_procedure: TQuestionsData = {
             answer: [
                 {
                     translation_text:
-                        '_t_To register a complaint and seek assistance, follow these easy steps_t_',
+                        '_t_To register a complaint about our Services, follow these easy steps:_t_',
                 },
 
                 {
@@ -36,18 +36,17 @@ const complaints_procedure: TQuestionsData = {
                         items: [
                             {
                                 translation_text:
-                                    '_t_Locate the live chat widget on our website or app at the bottom right corner of the screen._t_',
+                                    '_t_Compose an email detailing your complaint and attach any supporting evidence._t_',
                             },
                             {
-                                translation_text: '_t_Click the widget to open the chat window._t_',
+                                translation_text: '_t_Send the email to <0>[email protected]</0>._t_',
+                                translation_components: [
+                                    { key: 0, type: 'strong' },
+                                ],
                             },
                             {
                                 translation_text:
-                                    '_t_Once you’re shown options to select from, choose “Complaints”. You can also type "complaint"._t_',
-                            },
-                            {
-                                translation_text:
-                                    '_t_Respond to the questions that appear on your screen._t_',
+                                    '_t_We will acknowledge receipt of your complaint via email and aim to provide a final response within fifteen (15) business days._t_',
                             },
                         ],
                     },