Legal
Complaints Procedure
If something has gone wrong, here is exactly how to tell us and what happens next.
Last updated: Version 1.0
1.How to complain
Email complaints@nextscalefunded.com with the subject line "Complaint". You can also open a ticket from the support desk in your account, which keeps the full history in one place.
Please include your account email, the date and time of what happened, the account or order reference if there is one, and the outcome you are looking for.
2.What happens next
We acknowledge every complaint within 3 business days and give you a reference.
We aim to give a full written response within 15 business days. Where a complaint needs longer — for example if it involves payment records or a compliance review — we will tell you why and give you a revised date.
The response will explain the decision, the evidence relied on, and what we will do about it.
3.If you are not satisfied
Reply to the response asking for it to be reviewed. A second person who was not involved in the original decision will look at it again.
4.Regulatory protections
Next Scale Funded Trading Technologies Ltd. is not an authorised financial services firm. The evaluation programme is a simulated trading and software service, not a regulated investment service.
This means complaints about this service are not covered by the Financial Ombudsman Service, and it is not protected by the Financial Services Compensation Scheme. We make no claim to any regulatory authorisation, approval or endorsement.
5.Contact details
Next Scale Funded Trading Technologies Ltd., company number [company number to be confirmed].
Complaints: complaints@nextscalefunded.com · General support: support@nextscalefunded.com
Day-to-day questions are usually faster through the contact page.