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.

Click here to view a copy of the Cusomer Service Regulations (SAC).

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 Limited, Branch in Spain

Compliance Department
Paseo de la Castellana nº 18, 7º
28046 Madrid

Email: complaints.uk@afex.com
Telephone: +34 91 794 26 00

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 Banking Financial Arbitration 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. If you are not satisfied with our suggested resolution, or if 60 days have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Bank of Spain. If you want the Bank of Spain to look into your complaint, you must contact them within 12 months from the date of filing of your complaint with us.

You can write to them at the following address:
Banco de España
Servicio de Reclamaciones
C/ Alcalá 50, 28014 Madrid