Complaints policy

1. Who can complain and about what

You can raise dissatisfaction about a Trade-win service, including account access, verification, orders, fees, funding, records or support. Current, prospective and former customers may use this process. You do not need legal terminology or a paid representative. Trade-win will not charge a fee to receive or investigate a complaint.

A complaint is different from an urgent security report or an instruction to cancel an order. For suspected account compromise use security@trade-win.example as well as the complaint route if appropriate. Submitting a complaint does not automatically stop an order, suspend market exposure or reverse a payment.

2. How to submit

Contact complaints@trade-win.example or write to Complaints Team, Trade-win Meridian Services Ltd, 18 Meridian Walk, Suite 402, Port Azure, PA 1042. The available channels and assistance hours are Monday to Friday, 09:00–18:00 UTC. A route must remain available if you cannot sign in. You may explain the issue to support first, but Trade-win will record a formal complaint when you ask to raise one or the issue meets the applicable complaint definition.

Provide a way to contact you, a description of what happened, relevant dates and times, any account or transaction reference and the outcome you seek. Screenshots or previous support references may help. Do not send passwords, one-time codes, private keys or recovery phrases. We will request necessary sensitive evidence through an appropriate secure channel.

If someone acts for you, we may check their authority before discussing private account information. Tell us if you need an accessible format or help using the process; available arrangements will be explained.

3. Registration and acknowledgement

We will register the complaint and acknowledge receipt within 2 business days, identifying its reference, responsible team and the expected process. If information is missing, we will explain what is needed and why. We will not reject a complaint solely because you did not use a particular template or because supporting evidence is initially incomplete.

Where an issue belongs to a separate provider, we will explain the responsibility and referral route and handle the parts for which Trade-win is responsible. Sharing your information with that provider must follow the Privacy Notice and applicable authorization requirements.

4. Investigation and progress

An appropriate reviewer will assess the complaint fairly and address conflicts of interest, including involvement in the disputed event. The review may examine instructions, execution records, transfer status, account entries, communications and the terms applicable at the time. We may ask you to clarify information and will consider relevant evidence you provide.

We will provide a final response within 20 business days, or an earlier mandatory deadline where applicable. Where different legal deadlines apply to different categories, the acknowledgement must identify the applicable one. Progress updates will follow an update every 5 business days. If a response is delayed, we will explain the reason, expected next date and any external escalation rights available at that stage. An update does not extend a mandatory deadline merely because it has been sent.

5. Outcome and corrective action

The final response will summarize the issue, material findings, reasons for the decision and any proposed correction or remedy. Where a financial record is corrected, the response will identify the affected transaction or entry and the nature of the adjustment. A complaint does not guarantee compensation, but a rejection must explain the reasons rather than rely on a generic risk warning.

If the response offers a remedy, we will state the action required, its timing and any conditions. No settlement or waiver will be assumed from your silence. You may provide material new evidence or identify an apparent error for review.

6. External escalation and your rights

If you remain dissatisfied, the External Redress Statement in Appendix A identifies the independent body or other route applicable to your operator, product and location, its eligibility requirements and filing deadlines. Where no particular scheme applies, this must be stated accurately rather than presenting an unrelated regulator as a compensation service.

This policy does not remove any non-waivable right to contact a regulator, privacy authority or court. Any procedural requirement must have a valid basis in the applicable rules; a deadline from another platform is not such a basis. Privacy requests and complaints may also be directed to privacy@trade-win.example under the Trade-win Privacy Notice.

7. Records and service improvement

We will protect complaint information, restrict access to people who need it and retain it for 5 years after case closure, unless a different period is required by applicable law, subject to applicable legal holds. We will use complaint findings to identify recurring errors and track corrective actions. Complaint handling must remain fair regardless of whether a customer continues using Trade-win. Changes to this policy will identify the new version and effective date without obscuring the procedure relevant to an existing case.

Appendix A — External redress statement

No external ombudsman membership or financial compensation scheme is represented for this presentation. Mandatory access to courts, regulators and privacy authorities is unaffected. The responsible body and filing deadline must be determined from the actual operator, product and customer jurisdiction before a financial service is offered.