Complaints Policy

1 Introduction

FFUNDED is committed to treating its customers fairly and to resolving concerns quickly and transparently. This Complaints Policy explains how to raise a complaint, how we handle it, and what you can expect from us during the process.

A complaint is any expression of dissatisfaction about our Services, an account decision, a payout, a billing matter, or the conduct of the Company, for which you would like a response or a resolution.

2 Our Commitment

When you raise a complaint, we will:

• Treat it seriously and handle it in good faith.
• Acknowledge it promptly.
• Investigate it fairly and objectively.
• Keep you informed of progress.
• Provide a clear, reasoned outcome.

3 Before You Complain

Many issues can be resolved quickly through our support channels. If your concern relates to a Trading Rules decision, a strike, or a breach, please first review the applicable Challenge Terms and Trading Rules, as these explain how such decisions are made. If you still wish to raise a formal complaint, follow the steps below.

4 How to Raise a Complaint

To make a formal complaint, email [email protected] from the email address associated with your account, with the subject line "Complaint", and include:

• Your name and account identifier.
• A clear description of what went wrong and when.
• Any relevant details, such as an account number, order reference, or payout reference.
• Any supporting evidence, such as screenshots.
• The outcome you are seeking.

Providing complete information at the outset helps us resolve your complaint more quickly.

5 Acknowledgement

We will acknowledge your complaint promptly after we receive it, and confirm that it has been logged for investigation. Each complaint is recorded with a reference so that it can be tracked to resolution.

6 Investigation

We will investigate your complaint objectively. This may involve reviewing account and trading records, system and platform logs, communications, payment records, and the relevant policies. Where a complaint concerns an automated or rules-based decision, a member of our team will review the underlying facts.

We may contact you for further information. If we do, responding promptly will help us conclude the investigation without delay.

7 Resolution and Timeframes

We aim to resolve complaints as quickly as the matter allows. Straightforward matters are usually resolved within a few business days. More complex matters, such as those requiring detailed trade or payment analysis, may take longer, and we will keep you informed of the expected timeframe and of any change to it.

When we reach a decision, we will provide a clear explanation of the outcome and the reasons for it, and, where something has gone wrong on our side, the steps we will take to put it right.

8 Escalation

If you are not satisfied with the outcome, you may ask for the matter to be escalated for a further, independent review within the Company. Please reply to our response, explain why you remain dissatisfied, and provide any additional information. A senior reviewer who was not involved in the original decision will reconsider the matter.

9 Appeals of Trading Decisions

Complaints about strikes, breaches, or evaluation outcomes are considered on their facts against the published Trading Rules. Where a review shows that a decision was made in error, it will be corrected. Where the decision was correctly applied under the Rules, we will explain how the Rules applied to your account.

10 Records

We keep records of complaints and their outcomes to help us identify recurring issues and improve our Services. These records are handled in accordance with the Privacy Policy.

11 Good Faith

We ask that complaints be raised in good faith. Abusive, threatening, or repetitive complaints that raise no new matter may be handled through a summary process. This does not affect any genuine concern raised sincerely.

12 Governing Law

This Policy and any complaint handled under it are governed by the laws of Saint Lucia, without prejudice to any mandatory consumer rights available to you under the laws of your country of residence.

13 Changes to This Policy

We may update this Complaints Policy from time to time. The current version is always available on the FFUNDED website.

14 Contact

To raise a complaint or ask a question about this Policy, please contact FFUNDED at [email protected].