Complaints policy

1. Purpose and scope

This policy describes how to present and review a concern about Trade-win. A concern can relate to access, market information, verification, orders, charges, transfers, records or support. The information needed depends on the service and event involved.

A complaint is separate from an instruction to change an order or an urgent account-recovery request. Raising a concern does not itself stop market exposure, cancel an operation or reverse a payment. Use the relevant account control or security route where immediate action is needed.

2. Submitting a complaint

Use the support or complaints channel identified on Contact or within the relevant account service. State that you wish the matter to be treated as a complaint and provide a clear description. This document page does not submit a message or open a case.

If you cannot access your account, use the contact route made available outside sign-in. Verify the recipient before sharing private information. An unsolicited social-media message is not proof of an authorized complaint channel.

3. Information to include

A concise, complete account of the issue helps the recipient identify the relevant records. Include the following information where available:

• Your name and a safe way to contact you.
• The service concerned and the date, time and timezone of the event.
• The relevant order, payment or support reference, if one exists.
• What you expected, what happened and how the difference affected you.
• Relevant correspondence or a redacted screenshot.
• The outcome or correction you are seeking.

Do not include passwords, one-time codes, private keys or recovery phrases. Supply sensitive documents only when necessary through the designated secure process.

4. Receipt and clarification

Once a complaint has been received through an active channel, its acknowledgement should identify the case reference, issues recorded, responsible contact and applicable response period. Keep that acknowledgement and any earlier correspondence.

If essential information is missing, the recipient should explain what is needed and why. A public document view, an unfinished message or an unsent form is not confirmation of receipt. Applicable statutory deadlines depend on the responsible operator, product and jurisdiction.

5. Investigation and assessment

The review should consider the relevant instructions, account records, communications and service conditions. A complaint about an incorrect record should be distinguished from disagreement with an accurately recorded market movement.

Information should be limited to what is needed to investigate. Where a representative acts for you, authority may need to be verified before private details are disclosed. Any additional evidence request should explain its purpose and use an appropriate channel.

6. Response and resolution

The response should describe the issues considered, material findings, reasons for the outcome and any proposed remedy. If a financial record is corrected, the affected entry and nature of the adjustment should be identifiable.

A proposed remedy should state any required action and conditions. Raising a complaint does not guarantee compensation, and a risk warning alone does not resolve a supported claim of an error. If more time is needed, the update should explain the reason, next step and applicable deadline rather than treating silence as resolution.

7. Escalation and external rights

If you disagree with the response, identify the disputed findings and provide relevant new information through the stated review route. Retain the case reference so the issue can be connected to the previous investigation.

External dispute options and filing deadlines depend on the contracting operator, product and your location. No membership of an ombudsman or compensation scheme is asserted by this page. Any mandatory right to contact a competent court, regulator or privacy authority remains unaffected.

8. Privacy and complaint records

Complaint information should be used for assessment, communication, lawful recordkeeping and relevant service improvement. The Privacy notice explains information-handling considerations. Do not include unrelated personal details about yourself or another person.

Retention depends on the applicable obligations and any unresolved dispute. Account closure does not automatically end the need to preserve relevant case records. Privacy requests can be raised separately and should identify the information and outcome concerned.

9. Finding the right help

For a question about using the platform, consult Help before preparing a formal complaint. For suspected unauthorized access, use the available account recovery and security guidance promptly. For a dispute, preserve the information needed to explain the event.

Contact provides the available service routes. This policy sets out the information and process to use; an operational response commitment or external redress arrangement must be supplied by the responsible service rather than inferred from another platform’s procedure.