GAIN Capital Group LLC DBA FOREX.com “FOREX.com” aims to provide its customers with the highest standards of service. However, we recognize that customers may occasionally be dissatisfied with some part of our service. FOREX.com is regulated in the United States by the National Futures Association (NFA) and Commodity Futures Trading Commission (CFTC). As such, FOREX.com is required to have a written complaint handling process.
A complaint or dispute can be received via the phone, letter, email, or any other form of communication. It would help if you told us as soon as possible about any dispute – the sooner you inform us, the easier it will be to resolve the matter. In the first instance, you should try to resolve your dispute through the usual customer service channels, as they can resolve most conflicts. Very often, issues arise due to misunderstandings and can be quickly resolved. You will be asked to provide full details of your issue (for example, the date and time of a disputed trade). The more information you can provide, the easier it will be to resolve the matter. Customer Services will endeavor to resolve any such issues as soon as possible.
If our Customer Services team cannot resolve the matter or you feel that our service has not met your expectations and you wish to make a formal complaint, you may do so by emailing us at: [email protected]
. In order for our team to best serve you, please describe your complaint in writing. The compliance department will carry out an impartial review of the complaint in order to understand the nature of the events and assess whether we have acted fairly within our rights and have met our contractual and other obligations. A written response will be provided.
If you do not feel that your complaint has been resolved satisfactorily, you may refer your complaint to the NFA and/or CFTC.