Support
Customer Support (SAC) & Ouvidoria
Our Customer Support (SAC) team handles day-to-day questions about your account and our services. The Ouvidoria is an independent escalation channel for complaints that were not resolved to your satisfaction through SAC.
Customer Support (SAC)
SAC is your first point of contact for help with onboarding, KYC, deposits, withdrawals, conversions, transfers and general questions.
Support hours
Mon–Fri 9:00–18:00 (CST)
Address
WTC San Salvador, Torre I, Piso 2
How to reach us
- Email: support@skfuertecapital.sv.
- Alternate email: contato@fuertecapital.io.
- In-app support once you are signed in to your Fuerte Capital account.
- Our contact page for the contact form and address.
Ouvidoria (escalation channel)
If a complaint handled by SAC was not resolved to your satisfaction, you may escalate it to the Ouvidoria. The Ouvidoria reviews the case independently and provides a final position. To open an Ouvidoria case, write to support@skfuertecapital.sv with your account reference, the SAC ticket number if you have one, and a description of the issue.
How we handle complaints
- We acknowledge receipt of your complaint.
- We investigate the issue and may ask for additional information.
- We respond with our position within a reasonable timeframe.
- If you remain dissatisfied, the Ouvidoria reviews the matter independently.
Our complaints process is described in more detail in our Platform Policy.