At Numex Fx, we take our client relationships very seriously and strive to provide each client with the highest quality of service possible. If you are unsatisfied with our services for any reason, please contact us at [address] with your account details and the specifics of your complaint so that we can make amends.
Resolving Your Complaint
If a complaint is received by us, which is the responsibility of a third party provider, your concerns will be referred to the third party. We will also write to you confirming your complaint has been referred on, and include details of the third party.
You can address your correspondence to your Relationship Manager. When you contact us, please provide us with as much relevant information as possible, including your account details, the details of your complaint and what you would like us to do to resolve matters.
What happens next
If your complaint has not been resolved by close of business the day after we receive it, we will write to you, either to acknowledge receipt of your complaint, or to respond on the matters you have raised. We will do this within five working days of receiving your complaint. Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by phone and in writing.
If we are unable to resolve your complaint within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.
What to do if we can’t reach an agreement
If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. Details of this service will be given to you with our final response.
|The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
|open 9am to 5pm, Monday to Friday
020 7964 1000 (switchboard)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)