HEDGE PRO

Complaints Procedures and Policy

If a customer has a complaint, as defined as “any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:

alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service” to submit about their experience of working with HedgePRO, we will ask that in the first instance the customer submit their complaint in writing to support@hedge-pro.com.

HedgePRO will update the internal complaints register. The customer may to submit the complaint in writing to support@hedge-pro.com and be asked to include the following:

1. An overview of the service / product they were unsatisfied with
2. The date and time of when the incident took place
3. The result of the event / how it fell short of what was expected

Timelines

We will acknowledge receipt of the complaint within 24 hours of receiving the email (or within the next working day).

We will address the specific complaint within 3 working days of receiving the email.

We will seek to resolve the subject of the complaint within 5 working days. If after 15 days, the complaint is not resolved we will write to the you to let them know at day 15 that the complaint investigation has not yet concluded, explaining the exceptional reasons why, providing them with the timeline for resolution (which can be no longer than 35 days from the receipt of the original complaint).

Financial Ombudsman Service

Should you wish to escalate your complaint further, you have the right to contact the relevant body within that jurisdiction:

UK: https://www.financial-ombudsman.org.uk/make-complaint

HedgePRO also has a responsibility to provide any complaints to our partner, Equals Connect Limited. We will ensure that if for any reason your complaint regarding Payments and E-money services has not been acknowledged or dealt with by us, or if they have concerns about the way it has been handled, that they are directed to Equals Connect Limited complaints information which can be found here:

https://equalsmoney.com/complaints