Tradeiators Complaints Resolution Policy
Purpose
This Complaints Resolution Policy outlines how Tradeiators, operated by SAL Innovations in Malta, handles and resolves client complaints across all its services. The purpose of this policy is to ensure that any issue or concern raised by a client is addressed promptly, fairly, and consistently. It applies to all services offered on the Tradeiators platform, including (but not limited to) CFD trading battle competitions, account management services, payment and withdrawal issues, and any other platform-related matters. By maintaining a clear and effective complaints process, Tradeiators demonstrates its commitment to client satisfaction, regulatory compliance, and continuous improvement in our service quality.
Submitting a Complaint
Clients who wish to lodge a complaint with Tradeiators may do so through one of two channels: (1) by filling out the online Complaint Submission Form available on the Tradeiators website/platform, or (2) by sending a detailed email to [email protected]. We encourage use of the online form for convenience and faster tracking, but all complaints received via either method will be treated with equal seriousness.
When submitting a complaint, please include the following information to help us address your concerns efficiently:
Full Name: Your name as registered on your Tradeiators account.
Username/Account ID: Your Tradeiators username or account identification, to allow us to locate your records.
Contact Information: A way to reach you (email address and/or phone number) if we need to discuss the issue or provide updates.
Description of the Issue: A clear and concise description of your complaint, including relevant dates, the service or competition involved, transaction IDs or reference numbers, and any other pertinent details.
Supporting Evidence: Any documents or screenshots that support your complaint (e.g., error messages, payment receipts, correspondence, or results from a competition).
Providing complete and accurate information will enable our team to investigate the matter more effectively. We recommend that clients submit their complaints as soon as possible after an issue arises so that it can be resolved in a timely manner.
Acknowledgement and Processing Timeframes
Tradeiators will acknowledge receipt of your complaint promptly. In most cases, an acknowledgment email confirming that we have received your complaint will be sent within one (1) to two (2) business days. This acknowledgment will include a reference number (or ticket number) for your complaint, which you can use in any follow-up communication. It may also outline the next steps or request any initial clarifications if something in your submission is unclear.
We aim to resolve all complaints within ten (10) business days from the date we receive them. Our Compliance Department and support teams work diligently to investigate and address issues as swiftly as possible. The majority of complaints – especially those involving straightforward matters like minor account or payment issues – are often resolved well within this timeframe. However, if a complaint is particularly complex or requires extensive investigation, and we find that we cannot provide a full resolution within 10 business days, we will inform you before the 10-day period elapses. In such cases, we will send a holding reply or provisional response explaining the reason for the delay, outlining the progress made on your case, and specifying an updated timeline for resolution.
Review Process
All complaints submitted to Tradeiators are handled by our Compliance Department through a structured review process designed to be thorough, impartial, and objective. Our goal is to investigate the matter fully and come to a fair resolution for the client. The steps in our review process typically include:
Logging the Complaint: Upon receipt, the complaint is officially logged in our secure complaints register. We record the date received, the client's details, and a summary of the issue. A unique case or reference ID is assigned to track the complaint.
Acknowledgment: As noted above, we send an acknowledgment to the client confirming that the complaint was received and is under review. This is typically done within 1-2 business days.
Information Gathering: The Compliance Officer will gather all relevant information and evidence related to the complaint. This may include reviewing the client's account history, trading logs or competition records, transaction details (deposits, withdrawals, fees, etc.), and any communication records that pertain to the issue.
Client Contact for Clarification (if needed): If any details of the complaint are unclear or additional information is needed from you, the Compliance Officer or a member of our team will reach out to you via email or phone.
Impartial Investigation: The Compliance Department will conduct the investigation impartially. This means we consider the facts objectively, without bias toward either the client or the company's initial position.
Resolution and Decision: After analyzing all information, the Compliance Officer will arrive at a decision or resolution. This may involve determining that the complaint is valid and proposing a remedy, or finding that the company's actions were in line with policies.
Throughout this review process, Tradeiators emphasizes fairness and transparency. Our Compliance team keeps detailed notes of the investigation and ensures that all relevant evidence is considered. Our internal goal is not only to resolve the individual complaint but also to identify any potential improvements in our systems or services to prevent similar issues in the future.
Communication of Outcome
Once the investigation of your complaint is concluded and a decision has been reached, Tradeiators will communicate the outcome to you in writing and in a timely manner. You will receive a formal Complaint Outcome Response (usually via the email address you provided in your complaint or the email associated with your account). We aim to send this final response letter/email as soon as the review is complete, generally well within the 10-business-day resolution target.
In our response, we will:
Summarize the Complaint: Reference the issue you raised, to ensure it's clear what was investigated.
State the Decision: Clearly inform you of our decision regarding your complaint. If your complaint has been upheld (i.e., we found it to be valid), we will say so and let you know what corrective action is being taken.
Explain the Resolution (if applicable): If a fix or remedial action is offered, we will provide details.
Provide Guidance or Next Steps: We will include information on what you can do if you have questions or if you are not satisfied with the outcome.
The outcome communication will be written in plain and professional language, avoiding unnecessary jargon, so that you can fully understand the decision. We believe in transparency – if we are at fault, we will openly acknowledge it and make it right; if not, we will do our best to help you understand why that is the case.
Escalation
Tradeiators is committed to resolving complaints at the first level of review whenever possible. However, if you (the client) are not satisfied with the outcome of your complaint or believe that the issue has not been fully addressed, you have the option to request an internal escalation. Escalation means that your complaint and its initial resolution will be reviewed anew by a higher authority within Tradeiators. Typically, this involves a senior member of the Compliance Department (such as the Chief Compliance Officer or a Compliance Manager not previously involved in the case) and/or another member of senior management at SAL Innovations.
To initiate an escalation, you can simply reply to the outcome email stating that you wish to escalate the matter, or send a new email to [email protected] referencing your complaint case ID and requesting further review. Please briefly explain why you are unsatisfied or what aspects you believe require re-examination. Upon such a request, we will acknowledge the escalation and inform you of the expected timeframe for the escalated review.
It is important to note that Tradeiators does not currently utilize any external dispute resolution body. This means that there is no outside arbitration or ombudsman specific to Tradeiators to whom we will refer your complaint. All complaint resolutions are handled internally by SAL Innovations through the Tradeiators Compliance team. We believe our internal process is robust and fair; thus, the final decision after an escalation review is considered the conclusion of the company's complaints process.
Record-Keeping and Confidentiality
Tradeiators maintains strict protocols for recording and safeguarding complaint information. We recognize that complaints often involve sensitive personal and financial details, so we handle all such information with the highest degree of care and security. Our practices regarding record-keeping and confidentiality are as follows:
Complaint Record Logging: Every complaint received is documented in our internal Complaints Register/system. The record includes the client's name and account ID, the date the complaint was received, a summary of the issue, the name of the staff member(s) assigned to handle it, notes of actions taken during the investigation, and the final outcome/resolution.
Secure Storage: Complaint records and all related correspondence or evidence are stored securely on our systems. We use access controls so that only authorized personnel can view or modify these records. Digital records are protected by encryption and other cybersecurity measures in line with industry standards and Maltese/EU data protection laws.
Retention Period: Tradeiators will retain records of complaints and their outcomes for a minimum of five (5) years from the date of resolution, or longer if required by law or regulation.
Confidentiality of Client Information: All information you provide in a complaint, as well as information we gather during the investigation, is treated as confidential. We will not share the details of your complaint or your personal data with any third parties unless it is necessary to do so to investigate the complaint or as required by law.
Use of Complaint Data: Beyond resolving individual cases, Tradeiators may use aggregated complaint data (with personal identifiers removed) to identify trends or common issues in our services. This analysis is done confidentially and is aimed at improving the platform.
All employees of SAL Innovations who handle client information are bound by confidentiality agreements and data protection obligations. This ensures that your privacy is respected throughout the complaint resolution process. If you have concerns about how your data is handled, you may refer to our Privacy Policy for more details on data protection.