Complaints Policy

1. Who this policy covers

Anyone who has dealt with Whales Funded can raise a complaint: traders on an evaluation or funded account, affiliates and partners, people thinking about buying a challenge, and visitors to our website.

2. What counts as a complaint

A complaint is any expression of dissatisfaction with our service, product or staff where you expect a response, whether it is raised in writing or in a support chat. Common examples include:

• The result of a challenge or an account review
• Trading platform problems, outages or price feed issues
• A breached, suspended or closed account
• Payments, refunds, fees or payouts
• How a member of our team handled your request

3. How to raise a complaint

Email support@whalesfunded.com with "Complaint" in the subject line, send a message from the Contact page, or open a support ticket from your dashboard. To help us look into it quickly, include:

• Your full name and the email address on your account
• The account number(s) involved, if any
• What happened, when it happened and what outcome you are looking for
• Screenshots, trade IDs or any other evidence you have

4. Acknowledgement

We confirm receipt of your complaint within 2 business days and give you a reference number. Please quote it in any follow-up so your case stays in one place.

5. Investigation

A team member who was not involved in the original issue reviews your complaint, the account records and any trade data from our servers. We may contact you for more information; the clock pauses while we wait for your reply.

6. Our response

We aim to send a written final response within 10 business days of acknowledgement. If a case is complex and needs longer, we will tell you why and when to expect an answer. Our response explains what we found, what we decided and any action we are taking to put things right.

7. Asking for a second review

If you are unhappy with our response, reply within 14 days asking for it to be escalated. A senior member of management will review the case afresh and reply within 10 business days. This second review is our final internal decision.

8. Beyond our process

Whales Funded provides simulated trading evaluations and is not a regulated financial institution, so there is no financial ombudsman for our service. If you remain dissatisfied after the second review, you may seek independent advice or follow the dispute resolution terms set out in our Terms of Service.

9. Records and confidentiality

Complaints are handled confidentially and shared only with the staff who need to resolve them. We keep complaint records securely for at least 5 years and use them, without personal details, to find and fix recurring problems.

10. Our commitment

Raising a complaint will never affect how we treat you or your accounts. We aim to be fair, clear and quick, and we treat every complaint as a chance to improve.