We do appreciate the client's concern here and are open to being transparent.
As a 100% STP (Agency model) broker we gain no benefit if clients lose money with us. So we always make sure our client have the best service, spread and market execution.
To enhance our liquidity depth even further, we were in the process of changing/adding over some liquidity providers and pools last night during the time of the FX rollover, which resulted in a trade requested by the client being executed at this level based due to technical problem. We were aware of this issue immediately and acted quickly to make sure the systems were back to normal in less than 2 minutes. The account was compensated 100% for the loss taken and has been reverted to the same state it was in before the switch issue occurred.
The OneTrade Team