Complaints And Disputes Policy

Tradenext Limited (“Tradenext”, “We”, “Our” or “Us”) is a Contract for Differences (“CFD”), Financial (“FSB”) and Foreign Exchange (“Forex”) broker authorised and regulated by the Financial Conduct Authority (“FCA”) under firm reference number 573464. Tradenext’s registered office address is Lower Ground, 3 Copthall Avenue, London, EC2R 7BH.

The address of the FCA is 25 The North Colonnade, Canary Wharf, London, E14 5HS.

Tradecrowd Technology Ltd is an Appointed Representative of Tradenext Limited under firm reference number 607527. Tradecrowd’s registered office address is 9th floor, 107 Cheapside, London, EC2V 6DN.

Introduction

Tradenext aims to treat its customers fairly in all aspects of its business and provide them with the highest standards of service. However We recognise that you might wish to express your dissatisfaction with Our service. Tradenext is authorised and regulated in the United Kingdom by the Financial Conduct Authority (FCA) and is required to comply with the FCA’s Dispute and Resolution rules. These rules require it to establish complaint-handling procedures as part of its compliance with the regulations for handling expressions of dissatisfaction received from complainants regarding its services.

For the avoidance of doubt the FCA define a complaint as an ‘expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about a firm’s provision of or failure to provide a financial service’.

Account Queries and Disputes

Queries or disputes can be received via the phone, email, letter or in person. You must tell Tradenext as soon as you become aware of the issue and in any event within three (3) Business Days of the event giving rise to the issue. The sooner you inform Tradenext, the easier it will be to resolve the matter. In the first instance, you should attempt to resolve your dispute through contacting the Tradenext Customer Service Department. You will be asked to provide full details of your issue. The more information you can provide, the easier it will be for Us to resolve the matter. Tradenext’s Customer Service Department will attempt to resolve the problem promptly but in any event within 24 hours.

Should you not receive a satisfactory response from the Customer Services Department, or the Customer Services Department believe the complaint is best handled by the Compliance Department, the matter should be referred to the Tradenext Compliance Officer. The Compliance Officer will write to you acknowledging receipt of your complaint, within 5 business days. This acknowledgement will identify the person who will be handling the complaint and explain the complaints handling process and any regulatory rights you may have. This acknowledgement will include a copy of Tradenext’s complaints handling procedures. The Compliance Officer will act impartially and attempt to resolve the complaint within four weeks of the date of the acknowledgement letter. letter.

If Tradenext cannot resolve your complaint within this four week period, it will write to you explaining why it is unable to resolve the complaint. Where it is unable to resolve your complaint in this period, the Compliance Officer may take up to four additional weeks to resolve it. Where the dispute is not resolved within eight weeks from the date the complaint was raised with the Compliance Officer, you will be sent a final determination letter explaining the options you have to pursue the matter further.

If you have been categorised as a Retail Customer or an eligible Professional Customer, you will have the right to refer the matter to the Financial Ombudsman Service (FOS). The FOS will only handle your complaint if Tradenext has been given the opportunity to handle your dispute first. You must notify the FOS within six months of Tradenext’s final response. If you have not already received a copy of the FOS’s explanatory leaflet “Your complaint and the Ombudsman”, a copy will be sent out with Tradenext’s final written response.

The Financial Ombudsman Service can be contacted at:

Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London E14 9SR

Telephone 0845 080 1800

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk