Document ID: FS-L-007
Version: 0.2.0
Last updated: 27 July 2026
Entity: Upward Trading FZCO
Platform: FundedSmart (fundedsmart.com / app.fundedsmart.com)
Interim remediation notice: This document is an interim update pending review by qualified legal counsel. It is not a final counsel-approved v1.0. FundedSmart is not a licensed broker; this Policy does not create financial-ombudsman rights.
1. Purpose
This Policy explains how to raise complaints about FundedSmart services (evaluations, billing/activation, rule enforcement reviews, rewards eligibility process, and privacy requests) and how we aim to handle them.
2. How to Contact Us
Primary channel: support@fundedsmart.com
Please include:
- Registered account email
- Subject category: Billing/Activation · Rules Review · Rewards · Privacy · Other
- Description of the issue and desired outcome
- Supporting evidence (payment UTR, screenshots, trade IDs, timestamps)
3. Stages
Stage L1 — Support
We aim to acknowledge within 2 business days IST and provide an initial response within 5 business days where practicable.
Stage L2 — Escalation
If unresolved, reply to the thread with “Please escalate”. A senior reviewer will reconsider. Target written position within 10 business days of escalation (complex rule/fraud reviews may take longer with notice).
Stage L3 — Written outcome
We will state whether we uphold, partially uphold, or reject the complaint and any remedy (e.g. re-provision, refund under Refund Policy, or rule-review outcome).
4. Rule Breach / Account Failure Reviews
Hard breaches and policy violations are serious. You may request a review by emailing support with trade logs / context. We will consider objective evidence. Reviews do not guarantee reinstatement. Abusive or repeated frivolous requests may be declined.
5. Privacy / Data Requests
Privacy rights requests should use subject “Privacy / Grievance” and follow the Privacy Policy. A named Grievance Officer will be published when appointed.
6. Billing and Activation
Activation and refund requests follow the Refund & Cancellation Policy.
7. What This Policy Is Not
This Policy does not:
- Guarantee a particular commercial outcome (including rewards)
- Create employment or partnership rights
- Replace UAE governing law / forum clauses in the Terms, except where mandatory law requires otherwise
- Provide access to a financial services ombudsman solely by virtue of using simulated evaluations
8. Records
We retain complaint records as needed for dispute resolution, security, and legal compliance.
9. Contact and Identity
Upward Trading FZCO
Dubai, United Arab Emirates
Email: support@fundedsmart.com
Registered office street address and registration identifiers will be published upon confirmation by counsel.