Effective Date: 1 July 2025

1. Purpose and Scope

Trader365® is fully committed to delivering a transparent, accessible, and fair complaints process in line with best practices, regulatory requirements, and principles of good governance. 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

Upon receipt, Trader365® will:

• Confirm acknowledgment of the complaint within five (5) working days.
• Provide the complainant with a unique reference number.
• Designate a dedicated complaints handler to manage the case.

4. Assessment and Investigation

Complaints are assessed impartially. The handler may:

• 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.
• An updated estimated completion date.

6. Outcome and Written Response

Once resolved, Trader365® will issue a detailed written response that includes:

• 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

If the complainant is unsatisfied with the resolution, they may escalate:

• 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 Alternative Dispute Resolution (ADR) scheme.
• An industry Ombudsman.
• Or pursue other legal remedies.

Details of ADR bodies will be provided if relevant.

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. Records may be audited by regulators or dispute resolution authorities.

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. The Privacy Policy governs how personal data is processed, stored, and deleted.

11. Protection from Retaliation

Trader365® prohibits retaliation against any user who raises a complaint in good faith. Users should feel confident to report concerns without fear of negative consequences.

12. Root Cause Analysis and Improvements

Trader365® regularly reviews complaint data to identify systemic issues and improve services. We may implement changes to prevent recurrence, enhance staff training, and strengthen user experience.

13. Compensation and Remedies

If the investigation shows Trader365® is at fault, appropriate remedies will be offered, which may include:

• 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. Any disputes shall be resolved exclusively by the courts of England and Wales, except where mandatory law provides otherwise.

15. Policy Review

This Complaint Policy is reviewed annually or sooner if legal or operational needs arise. Any updates will be published on the Trader365® website and within the app.

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