Trader365®
back

complaint policy

Complaint Policy

effective  ·  1 july 2025

Trader365® is committed to a transparent, accessible, and fair complaints process. This policy explains how complaints are received, investigated, and resolved.

1. Purpose and Scope

This Complaint Policy applies to all users of Trader365®'s products, services, and platforms and explains how complaints are received, investigated, resolved, and reviewed.

2. How to Submit a Complaint

Complaints must be submitted in writing via email to support@trader365.co.uk with the subject line "Complaint". Users must provide:

  • Their full name and contact details associated with their Trader365® account.
  • A clear, factual description of the issue or concern.
  • Relevant supporting evidence including correspondence, screenshots, transaction details, or any additional documentation that supports the complaint.

3. Receipt and Acknowledgment

  • Acknowledgment of the complaint within five (5) working days.
  • A unique reference number.
  • A dedicated complaints handler to manage the case.

4. Assessment and Investigation

  • Request additional information from the complainant.
  • Consult relevant internal staff or third parties involved.
  • Conduct fact-finding and evidence review.
  • Keep the complainant informed of progress and estimated timelines.

5. Target Resolution Timeline

Trader365® aims to resolve all complaints within twenty (20) working days. If resolution requires longer due to complexity, the complainant will receive a written explanation for the delay, regular updates every ten (10) working days, and an updated estimated completion date.

6. Outcome and Written Response

  • A clear explanation of findings.
  • Steps taken to resolve the complaint.
  • Any remedy, redress, or compensation offered.
  • Information on next steps if the user remains dissatisfied.

7. Escalation and Senior Review

  • Request a senior-level internal review within fourteen (14) days.
  • The senior manager will independently reassess the case.
  • A final written outcome will be provided within thirty (30) days of escalation.

8. Alternative Dispute Resolution

Where applicable by UK law, financial services rules, or contractual terms, the complainant may refer unresolved disputes to an ADR scheme, an industry Ombudsman, or pursue other legal remedies.

9. Record Keeping and Retention

Trader365® keeps a full record of all complaints, evidence, internal notes, and communications for at least six (6) years in accordance with UK GDPR and legal obligations.

10. Confidentiality and Data Protection

Trader365® will handle complaint information confidentially. Data will only be shared with those who need access to investigate or resolve the matter, or where legally required.

11. Protection from Retaliation

Trader365® prohibits retaliation against any user who raises a complaint in good faith.

12. Root Cause Analysis and Improvements

We regularly review complaint data to identify systemic issues and improve services.

13. Compensation and Remedies

  • An apology and clear explanation.
  • Correction of errors.
  • Refunds or credits, if applicable.
  • Proportional financial compensation in line with relevant laws.

14. Governing Law and Jurisdiction

This Complaint Policy is governed by the laws of England and Wales.

15. Policy Review

This Complaint Policy is reviewed annually or sooner if legal or operational needs arise.

For all complaints and further queries, please contact support@trader365.co.uk.