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?
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Associated Foreign Exchange Limited

Compliance Department

4th Floor, 40 Strand

London, WC2N 5RW

 

Email: complaints.uk@afex.com

Telephone: +44 (0)870 735 8484

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 Financial Ombudsman Service.

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:        0800 023 4567 (or +44 20 7964 0500 if calling from outside the UK)

E-mail:               complaint.info@financial-ombudsman.org.uk

Post:                  Financial Ombudsman Service

                          South Quay Plaza

  183 Marsh Wall

  London 

  E14 9SR

Details of the type of complaints that are eligible to be considered by the Financial Ombudsman Service are available on their website www.financial-ombudsman.org.uk