Complaints
If you have a complaint, in the first instance you should contact our Customer Service on 0800 032 1948 or email ukinfo@forex.com. In most cases, complaints can be dealt with at this level.
If Customer Services are unable to resolve the matter within 24 hours, you may refer it as a complaint to our Compliance Department. Please set out the complaint clearly, ideally in writing. The Compliance Department will carry out an impartial review of the complaint to assess whether we have acted fairly within our rights and have met our contractual and other obligations. We will acknowledge your complaint promptly, and a full written response will be provided within eight weeks of receiving the complaint.
Please send your complaint to -
Compliance Department
FOREX.com (UK)
3rd Floor
23 College Hill
London EC4R 2RT
Alternatively, email us at compliance@forex.com
If you are not satisfied with how your complaint has been handled or if you feel it still remains unsolved by our Compliance Department, you are able to refer your complaint to the Financial Ombudsman.
The Financial Ombudsman is an independent organisation that was established to resolve disputes between financial institutions and their customers. Details of the Financial Ombudsman Service will be provided by the Compliance Department in their final response to your complaint. Any reference to the Financial Ombudsman Service must take place within six months of the Compliance Department's final response letter, and you should also note that the Financial Ombudsman Service will not consider a complaint until we have had the opportunity to address the complaint.
You will need to fill out a complaint form that can be found on the Financial Ombudsman website http://www.financial-ombudsman.org.uk/consumer/complaints.htm and send to -
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
