Complaints and Appeals Policy
Effective date:
About This Document
This document forms part of your legal relationship with FUNDED IQ LLC. In this document, we, us, and our mean FUNDED IQ LLC. You and your mean you as the person this document applies to. Read this document together with the General Terms and Conditions and any Product Schedule, programme terms, agreement, or policy incorporated into your Order or account.
FundedIQ provides simulated CFD evaluation and funded-account services. FundedIQ is not a broker, deposit-taker, custodian, or investment adviser, and the balances shown in FundedIQ accounts are not customer funds.
1. Two Routes
A Complaint concerns service, billing, privacy, accessibility, conduct, delay, or another customer-experience issue. An Appeal challenges a specific trading, breach, KYC, eligibility, refund, or reward decision. We may handle both in one case where they overlap.
2. How to Submit
Email support@fundediq.com. Use the subject Formal Complaint or Account Appeal. Include your name, registered email, Order or account identifier, decision date, issue, desired outcome, and supporting evidence. Do not send passwords, recovery phrases, full card numbers, or unnecessary identity documents.
3. Time Limits
Submit an account appeal within fourteen calendar days after the decision unless the notice allows longer. Submit a service complaint as soon as reasonably possible and normally within six months after the event. We may consider a late submission where illness, access failure, missing records, or another fair reason explains delay.
4. Response Standard
We normally acknowledge a complete complaint within two business days and provide a substantive final response within fifteen business days. A complex case may take up to thirty business days; we will explain the extension and provide a status update. Urgent security, sanctions, payment, or active-account issues are prioritised.
5. Fair Review
- A reviewer who was not the sole maker of the disputed decision where practicable
- The accepted Product Schedule and rule version
- Relevant platform, risk, payment, identity, device, network, provider, and communication records
- your explanation and evidence
- Any confirmed incident, data-quality issue, conflict, or comparable precedent
6. Decision Notice
The final response summarises the complaint or appeal, evidence considered, applicable document and rule, findings, remedy or refusal, and next step. Detail may be limited to prevent fraud, sanctions tipping-off, security harm, breach of another person's privacy, or disclosure of privileged material.
7. Remedies
A remedy may include explanation, correction, restored access, trade or metric correction for a proven technical error, account replacement, deadline extension, fee refund, reward correction, apology, staff or process action, or confirmation that the original decision stands. Remedies are proportionate to the proven impact.
8. Further Rights
The internal process does not prevent a privacy complaint to a competent supervisory authority, a payment-provider dispute made honestly, urgent injunctive relief, or a court claim. The General Terms' governing-law and jurisdiction clause applies subject to mandatory local rights. We do not represent that a financial ombudsman or investment regulator supervises this simulated service.
9. Records and Non-Retaliation
We record complaints, outcomes, root causes, and remedial actions. A good-faith complaint does not disadvantage you. Abuse, threats, fabricated evidence, duplicate harassment, or disclosure of another person's private information may be managed under the Acceptable Use and Community Standards.