Customer Complaint Procedure Notice
We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you. If you have a complaint about any aspect of our service you can contact us in writing, by email or by telephone.
To make a complaint, please contact your Account Executive, or if you feel it is more appropriate, the AFEX Markets UK Compliance Manager at: 4th Floor 40 Strand London WC2N 5RW
Tel: +44 (0)0207 004 3818
Please provide the following information:
To help us investigate and resolve your complaint as quickly as possible, please provide the following information:
• your name and address
• a clear description of your concern or complaint
• details of what you would like us to do to resolve the complaint
• copies of any relevant documents/information
• a daytime telephone number where we can contact you
• any times you would prefer us to contact you
If you not happy with our response
If you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
You can write to them at:
The Financial Ombudsmen Service Exchange Tower Harbour Exchange London E14 9SR Email: complaint.info@financial‐ombudsman.org.uk
Alternatively, you can phone 0800 023 4567. Further helpful information can be obtained from visiting the Financial Ombudsman web site at www.financial‐ombudsman.org.uk.The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.