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

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

Associated Foreign Exchange Ireland Limited

Ground Floor Unit

4044 Kingswood Avenue

Citywest

24 Dublin

Email: complaints.uk@afex.com

Telephone: +44 (0)207 004 3939

We will always try and resolve your concerns by the close of the next business day, although if this is not possible, we will send you a written acknowledgement within five business days. This will set out our understanding of the issues you have raised and will contain 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.

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. Our final response will also include, if applicable, details of your right to contact The Financial Ombudsman Service and their leaflet, should you remain dissatisfied with our investigation or the outcome of your complaint.

If after eight weeks 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. We will also advise you that you may be entitled to refer your complaint, subject to eligibility, to the Guarda Bureau of Fraud Investigation and Office of the Revenue Commissioners.

If you decide to ask The Financial Ombudsman Service to review your complaint, you must do so within six months of the date of our final response letter. Their contact details are shown below:

Telephone:  +3531 6663712

Post:           

Financial Intelligence Unit

Harcourt Square

Harcourt Street

Dublin 2

Office of the Revenue Commissioners

Suspicious Transactions Reports Office

Block D

Ashtowngate

Navan Road

Dublin 15