Complaints Policy

Last updated: 21 July 2026

We work hard to make Trade By Focus reliable and fair, but if something has gone wrong, we want to hear about it — and we commit to handling it properly. This policy explains how to complain, what happens next, and what your options are if you are not satisfied with our answer.

1. How to Complain

Email james@tradebyfocus.com with “Complaint” in the subject line, or use the Messages section in your portal. Tell us:

• What happened, and when
• How it affected you
• What you would like us to do about it

There is no form to fill in and no charge for complaining.

2. What Happens Next

• Within 2 working days we will acknowledge your complaint so you know it has been received and who is dealing with it.
• Within 14 days we will send you a substantive response: what we found, what we are doing about it, and — where something went wrong on our side — what we will do to put it right.
• If the issue is complex and we need longer, we will tell you why and give you a revised date. In every case you will receive our final response within 8 weeks.

We keep a log of complaints and their outcomes, and we use it to fix root causes, not just individual cases.

3. If You Are Not Satisfied

If you are unhappy with our final response, these are your options:

Alternative dispute resolution (ADR). We are not required by law to use an ADR body, and we do not currently subscribe to one. If we ever cannot resolve a complaint between us, we will confirm this position in our final response, together with details of a certified ADR body you could propose. You are also always free to pursue the matter through the courts.

Your card provider. For billing disputes, you may also have rights through your card issuer or bank.

Data protection complaints. If your complaint is about how we handle your personal data, you can complain to the Information Commissioner’s Office (ICO) at ico.org.uk or 0303 123 1113, at any time.

The courts. Nothing in this policy limits your legal rights, including your rights under the Consumer Rights Act 2015, or your right to bring a claim as described in our Terms of Service.

4. A Note on Regulation

Trade By Focus is a software tool and is not authorised or regulated by the Financial Conduct Authority. This means the Financial Ombudsman Service cannot consider complaints about us, and the Financial Services Compensation Scheme does not apply. Complaints about your broker, your trades’ execution by your broker, or your funds should go to your broker, who (if FCA-regulated) will have its own complaints process and ombudsman coverage.

5. Contact

James Mitchell, trading as Trade By Focus
United Kingdom
james@tradebyfocus.com