Complaints Handling Policy

This Complaints Handling Policy (the “Policy”) explains how complaints and compliance-related requests are submitted and handled in relation to https://tradersunion.com (the “Website”), including matters concerning Website content, advertising/affiliate disclosures, user reviews (UGC), cookies/consent and other transparency issues.

The Website is an informational/educational platform and does not provide investment advice, personal recommendations, brokerage/execution services, portfolio management or a trading platform. Complaints about third-party services (e.g., brokers) should be directed to the relevant third party and/or its regulator.

Contents:

1. Scope and related documents

2. How to submit a complaint

3. What issues we handle

4. What your complaint should include

5. Process and timelines

6. Possible outcomes

7. Statement of reasons, re-review and appeal

8. Abusive complaints

9. Privacy and confidentiality

10. Updates and contact

• 1.1

  This Policy applies to all users, visitors, companies and other persons submitting complaints/requests about the Website.

• 1.2

  This Policy should be read together with:

  • • Terms of Use;

  • • Privacy Notice;

  • • Cookie Policy;

  • • Advertiser & Affiliate Disclosure;

  • • Users Reviews Policy;

  • • Moderation & Removal Policy (DSA / Notice & Action);

  • • Trademark, Logo & Brand Use Complaints Policy;

  • • Risk Disclosure.

• 1.3

  Hierarchy.

  • • personal data matters — Privacy Notice;

  • • cookies — Cookie Policy;

  • • allegedly illegal content / DSA notice-and-action — Moderation & Removal Policy;

  • • trademark/logo/brand matters — Trademark, Logo & Brand Use Complaints Policy;

  • • advertising/affiliate disclosure standards — Advertiser & Affiliate Disclosure.

• 2.1

  Email (primary channel): compliance@tradersunion.com

• 2.2

  Website form: where available (routed to compliance).

• 2.3

  Suggested subject line:

  “Complaint — [Topic] — [URL]”

  Examples: “Complaint — Reviews”, “Complaint — Advertising label”, “Complaint — Cashback/Rebates wording”, “Complaint — Personal data”, “Complaint — Trademark/Logo”.

We handle, in particular, complaints/requests relating to:

• 3.1

  user reviews and UGC moderation (including suspected fake reviews);

• 3.2

  allegedly illegal content (e.g., threats, hate, unlawful personal data disclosure) — via the procedures described in the Moderation & Removal Policy (DSA / Notice & Action);

• 3.3

  advertising, affiliate links, paid placement and the adequacy/placement of disclosures (“Advertisement/Sponsored/Affiliate link”);

• 3.4

  trademark/logo/brand identifier complaints;

• 3.5

  verifiable factual inaccuracies in company profiles (not opinions);

• 3.6

  cookie consent/settings issues;

• 3.7

  potentially misleading wording (including around cashback/rebates/rewards) that may be perceived as inducement — such reports are treated as compliance signals and wording may be adjusted where appropriate.

Please include:

• 4.1

  your contact details (email) and capacity (user / company representative / rightsholder / other);

• 4.2

  precise URL(s) and screenshots (where possible);

• 4.3

  description of the issue and the outcome you seek;

• 4.4

  supporting materials where available (e.g., evidence of factual error; fake-review indicators; trademark ownership evidence; why a disclosure is insufficient).

• 5.1

  Acknowledgement. Typically within 2 business days (may be automated).

• 5.2

  Substantive review. Typically within 10 business days.

• 5.3

  Complex cases. Up to 30 calendar days with an update and reasons.

• 5.4

  Clarifications. We may request additional information; review may pause until received.

We may:

• 6.1

  correct a verifiable factual error;

• 6.2

  add an annotation/clarification or strengthen a disclosure near a CTA/widget/table;

• 6.3

  adjust advertising/sponsorship/affiliate labelling and/or its placement;

• 6.4

  restrict/remove UGC where grounds exist (see User Reviews Policy and Moderation & Removal Policy);

• 6.5

  reject the complaint where no breach is found, with a brief explanation of the main reasons.

• 7.1

  Where actions affect content (e.g., review removal/restriction under notice-and-action), we typically document key reasons and provide a brief statement of reasons where appropriate and permitted.

• 7.2

  Appeal / re-review. If you disagree with our decision, you may request re-review by emailing compliance@tradersunion.com within 30 calendar days of our response.

• 7.3

  For DSA matters, additional procedures/rights are described in our Moderation & Removal Policy (DSA / Notice & Action).

• 8.1

  We may limit processing of manifestly unfounded, repetitive or abusive complaints (e.g., mass takedown demands without grounds; attempts to censor lawful criticism), and we will provide a brief explanation where feasible.

• 8.2

  This does not limit any lawful rights to contact competent authorities/courts.

• 9.1

  We process personal data relating to complaints in accordance with our Privacy Notice and data minimisation principles.

• 9.2

  We may limit disclosure of details to protect confidentiality, prevent abuse and comply with law.

• 10.1

  We may update this Policy from time to time (for example, due to changes to the Website, our complaint-handling procedures, or legal/regulatory developments). The current version is published on the Website and the “Last updated” date appears at the top.

• 10.2

  Primary channel for complaints/requests under this Policy: compliance@tradersunion.com.

Technical matters (e.g., page display issues) may be handled via: support@tradersunion.com (where published). Legally significant complaints/notice-and-action submissions and advertising/affiliate/content-related issues should be sent to compliance.