Customer complaints

At AFEX, we do everything we can to make sure our clients get the best possible service. We do recognise, however, that this may not always be the case. When that happens we always encourage you to tell us so that we can address it accordingly.

  • What should you do if you wish to make a complaint?

We have a formal complaints handling procedure in place to ensure that all complaints are handled in a way which is fair, consistent and timely.

  • Who should you contact if you wish to make a complaint?

IN WRITING to:

AFEX

Denshaw House,

120-121 Baggot Street Lower,

Dublin 2,

Ireland

By Email to: complaints.eu@afex.com

BY telephone:  +353 (0)12457300

AFEX Markets Europe Limited

Compliance Department

120 - 121 Lower Baggot Street

Dublin 2,

Ireland

Email: complaints.eu@afex.com

Telephone: +353 (0)12457300

We will always try and resolve your concerns within an adequate timeframe. As soon as we have established all the facts and completed our investigation, we will provide you with a final response which will set our findings and explain our final position within 15 working days. Our final response will also include details of your right to contact The Financial Services and Pensions Ombudsman (FSPO), should you remain dissatisfied with our investigation or the outcome of your complaint. 

Should AFEX not be in a position to reply within 15 working days (e.g. for reasons beyond AFEX’s control), we will send you a written acknowledgement within 5 business days, setting out our understanding of the issues you have raised and containing the name and contact details of the person dealing with the complaint. We aim to resolve complaints expediently and will contact you regularly to keep you informed of progress.

If after 35 working days, your complaint is still unresolved, we will write to you to explain why we have not been able to provide you with a final response and also indicate when we should be able to do so, reminding you of your right to refer your complaint to the (FSPO).

Their contact details are shown below:

Financial Services and Pensions Ombudsman (FSPO)
Lincoln House

Lincoln Place
Dublin 2,D02 VH29 

Phone:

+353 1 567 7000

Email:

info@fspo.ie