Home / Complaints
Last updated 26 August 2026. Where to write, how long we take, how to challenge a decision about your account, and what happens if we still disagree.
Two different things bring people here. One is a complaint — we did something badly. The other is an appeal — an automated decision went against you and you want it looked at again. Both are handled below, and the second has its own section because the evidence is different.
You do not need to quote a rule or cite a clause. Describe what happened in your own words.
Write to support@fundedportal.com or open a support request from your account panel.
| We confirm receipt | Within 2 business days |
|---|---|
| We answer | Within 10 business days |
| Support hours | Email, read every business day (Monday to Friday, excluding UK public holidays). Messages arriving outside those days are read on the next one. |
These are deadlines, not averages — most replies are considerably faster. If we miss one, that itself is a complaint and we will treat it as such.
Most things end here. If we got it wrong, we say so and fix it — you do not have to escalate to be taken seriously.
If the answer does not resolve it, reply and ask for the complaint to be escalated. It then goes to someone who was not involved in the original decision. Target: 10 business days from the day you ask.
If we still cannot agree, you get a written final response: what you complained about, what we found, what we decided, and why. It also tells you what you can do next. You will have it no later than 30 calendar days after your original complaint reached us, whichever stages it passed through on the way.
A final response is a real answer, not a closing formula. If we were wrong we say so in it.
Limit breaches, prohibited-practice findings, duplicate-account matches and sanctions holds are detected automatically. You have the right to ask a person to review any of them. Say that you want a human review and we will treat it as an appeal, not a query.
Every such decision leaves a record: the account state at that instant, the rule that triggered, the values it was measured against, and the platform events around it. An appeal is decided on that record, not on recollection.
Write within 30 calendar days of the decision. You can ask us to explain what triggered it, to re-examine the calculation, to restore the account, or to reinstate an eligibility that was withdrawn. Decision target: 10 business days from the day we have what we need from you.
If you write after the 30 days we will still look at it. The deadline exists because platform records are easiest to reconstruct while they are recent, not to give us a reason to refuse you.
Two honest limits. Where a sanctions match is involved we may be unable to tell you the details, because doing so can itself be unlawful. And where the trigger was a fraud-detection signal, we will explain enough for you to answer it without publishing a map of how to defeat the check.
If a payout is refused, reduced, delayed or clawed back, you are entitled to the reason and to an appeal on the same terms as section 6. Where a hold is for verification or screening we will tell you that a hold exists and what would lift it, even where we cannot give the underlying detail.
If you think you are owed money back, the refunds process is faster than a bank dispute and does not freeze your account while a provider investigates.
Starting a recall while a complaint is open does not speed it up. It can suspend the account for the duration of the provider's investigation, which delays the outcome you were asking for. Crypto payments have no chargeback mechanism at all — for those, coming to us is the only route.
Nothing here removes your right to go to court. Our final response does not bind you.
We are not currently a member of an alternative dispute resolution scheme, and we are not obliged to use one. We say that plainly because you are entitled to know it before you spend time looking for a scheme that does not cover us. If we join one, this page will name it and link to it.
That does not leave you without a route. Our complaints process ends in a written final response, and after it you remain free to go to court — including in your own country if you are a consumer. Your national consumer protection body can also advise you, whether or not we are a member of anything.
Because we are not an authorised financial services firm, the Financial Ombudsman Service is not available for complaints about this service. We would rather say that plainly than let you discover it after writing to them.
You keep the protections of your own country's law and you can bring proceedings in your own courts. Note that the EU Online Dispute Resolution platform has closed — we do not point anyone at it, because it no longer goes anywhere. Your national consumer body remains available.
The consumer protection body and small-claims route in your own country remain open to you. Tell us which country you are writing from and we will point you at the right one if we know it.
Complaints about how we handle your personal data follow a separate path. Write to us and we will handle it under the privacy policy; you can also complain to the Information Commissioner's Office, and in the EU to your own supervisory authority, whether or not you come to us first.
This policy is governed by the law of England and Wales. If you are a consumer you keep every mandatory protection of the country where you live, whatever this page or our terms say, and you keep the right to bring proceedings in the courts of that country.
We keep the complaint, our replies and the material we relied on for 6 years from the date of the final response. That is the period in which a claim arising from the same facts could still be brought, and destroying the file earlier would leave you arguing about events we could no longer evidence either.
You can ask for a copy of your own complaint file at any point within that period, and we will provide it.
| Complaints and appeals | support@fundedportal.com |
|---|---|
| Post | FDO Software LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom |
| Data protection regulator | Information Commissioner's Office (United Kingdom) |