Complaints Policy

Internal complaints handling system

  1. Should you have any query or complaint, it is important that you advise your usual contact at UKForex before taking any other action. Our dealers and administrative staff will be pleased to help and should be able to resolve your query or complaint immediately. If you cannot, or do not wish to, contact them, please contact our Client Support Services Department on 0845 686 1950 or at compliance@ukforex.co.uk for information on how complaints are handled by us internally.
  2. In the unlikely event that your concerns cannot be resolved at the first point of contact, we will refer the matter to our Complaints Officer, who will conduct their own thorough internal investigation and respond to you in writing.
  3. We are committed to resolving complaints through our internal complaints procedure. However, if your complaint remains unresolved after you have followed such procedures then you may be entitled to refer it to the Financial Ombudsman Service ("FOS"). Further information, contact details and the eligibility requirements can be located on www.financialombudsman.org.uk. In certain circumstances you may also be able to submit your complaint to the FCA who will use your complaint to inform their regulatory activities. For further details please contact the FCA on 0800 111 6768 (freephone).
  4. You should be aware that the above procedure does not prevent either you or UKForex from applying to a court for urgent injunctive relief.

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