Complaints Policy

Effective Date: July 2, 2026
Last Updated: July 2, 2026

‍

At The Floor 8, we are committed to providing every trader with a professional, transparent, and high-quality experience. While we strive to deliver reliable products and responsive customer support at all times, we understand that concerns or issues may occasionally arise. When they do, we want to hear from you.

‍

We are committed to reviewing every complaint fairly, impartially, and promptly, and to taking appropriate steps to resolve matters whenever possible. This Complaints Policy explains how to submit a complaint, how we will handle it, and what you can expect throughout the process.

‍

‍

1. Who May Submit a Complaint

‍

Any individual or organization that has interacted with The Floor 8 may submit a complaint, including:

• Registered users (evaluation or funded traders)
• Prospective customers
• Business partners or affiliates
• Visitors to our website or platform
• Any individual affected by our products or services

‍

2. What Is a Complaint?

‍

A complaint is any expression of dissatisfaction, whether made verbally or in writing, regarding a product, service, decision, process, or interaction with The Floor 8, regardless of whether the concern is ultimately determined to be justified.

Examples include, but are not limited to:

• Evaluation or funded account decisions
• Platform availability or technical issues
• Account restrictions, suspensions, or closures
• Billing, payments, refunds, or fees
• Customer support or communication concerns
• Website functionality or account access
• Any other matter relating to our services

‍

3. How to Submit a Complaint

‍

The preferred method of submitting a complaint is by email.

Email: support@thefloor8.com

To help us investigate your complaint efficiently, please include:

• Your full name
• The email address associated with your account
• Your account ID or order number (if applicable)
• A detailed description of your complaint
• Any supporting documents, screenshots, or other relevant evidence

Complaints Department
The Floor 8
support@thefloor8.com

Providing complete and accurate information will help us investigate and resolve your complaint as quickly as possible.

‍

4. Complaint Handling Process

‍

Once your complaint has been received:

Acknowledgement
We aim to acknowledge receipt of your complaint within two (2) business days.

Investigation
Our team will review all relevant information, assess the circumstances objectively, and, where necessary, communicate with the appropriate internal departments.

Response
We aim to provide a written response within ten (10) business days. If additional time is required due to the complexity of the matter, we will notify you and keep you informed of our progress.

Internal Review
If you are dissatisfied with our response, you may request an internal review within ten (10) business days of receiving our decision. Where appropriate, the matter will be reviewed by a different team member.

‍

5. Confidentiality and Record Retention

‍

All complaints are handled confidentially and in accordance with our Privacy Policy. Complaint records are stored securely and retained for a minimum period of five (5) years, unless a longer retention period is required by applicable law.

‍

6. Independent Dispute Resolution

‍

The Floor 8 provides proprietary trading evaluation services and is not a regulated financial institution, investment firm, or broker.

If you remain dissatisfied after our internal complaints process has been completed, you may seek independent legal or professional advice. Any dispute will be handled in accordance with the dispute resolution provisions set out in our Terms and Conditions.

‍

7. Our Commitment

‍

We are committed to:

• Treating every complaint fairly, objectively, and respectfully.
• Investigating all concerns thoroughly and without bias.
• Communicating clearly throughout the review process.
• Responding within reasonable timeframes.
• Using feedback to continuously improve our products, services, and customer experience.

‍

Contact Us

‍

If you have any questions regarding this Complaints Policy or wish to submit a complaint, please contact us:

The Floor 8
Complaints Department
Email: support@thefloor8.com

‍

We value your feedback and appreciate the opportunity to address your concerns and continuously improve the experience we provide to our community.