Tradehills Financial Consultancy Services L.L.C (“the Company”) is committed to delivering a high standard of service and ensuring that all clients are treated fairly. If a client is dissatisfied with any aspect of our services, they may submit a complaint for review. This policy outlines how we handle complaints and the steps we follow to resolve them in a professional and timely manner.

To ensure every complaint is addressed properly, the Company follows the process below:

1. We will record the details of your complaint and acknowledge receipt within 2 – 3 business days, and we will assign a representative to handle your case.
2. We will conduct a thorough review of the matter using all relevant information available to us.
3. If any errors or issues on the Company’s part are identified during the investigation, appropriate corrective action will be taken.
4. Once the review is complete, we will inform you of the findings and the final outcome.

Information Required

When submitting a complaint, please include:

• Your full name
• Your contact information
• A clear description of the issue
• Relevant dates, documents, or supporting details

Please note: Tradehills does not execute trades, hold client funds, or operate trading accounts. Complaints relating to trading activity, platform issues, deposits, withdrawals, or account operations must be directed to the relevant third-party provider .

When a Complaint May Be Declined

The Company may decline a complaint in the following cases:

• The complaint does not meet the requirements of this Policy
• It is submitted through unofficial channels or without sufficient information.
• The matter falls outside the Company’s licensed activities (Financial Consultation, Promotion, Introduction).
• The issue relates to services handled directly by third-party brokers or providers.

Timeframes

The Company will support clients throughout the process and strives to review and resolve all complaints without delay. Simple cases are generally handled within 5 business days from the time we receive full information. In certain situations, additional time may be required depending on the complexity of the issue.

The Company aims to resolve all complaints within 4 weeks. If more time is needed, we will notify you. In any case, a final response will be provided within 8 weeks from the date the complaint is received.

Submitting a Complaint

All complaints should be sent via email to: support@trade-hills.com

Complaints sent to this address will be acknowledged within 2 – 3 business days.