Filing a Complaint
FXCM aims to provide our clients with a prompt, fair response to any complaint that you may bring to our attention. This will constitute any formal expression of dissatisfaction in the context of our services, and will be officially notated as such within our records.
In response to a complaint, a thorough explanation will be provided on the actions FXCM took within the context of the disputed trading event. While FXCM strives to provide you with a response at the earliest available opportunity - usually within less than one week – please be mindful that the current regulatory framework allows a financial firm 45 days to respond to a complaint.
Please note that you may not have all the necessary factual elements before filing a complaint. For this reason, we strongly encourage you to file a Trading Inquiry before you file a complaint, although you are at liberty to file either and neither is a prerequisite to the other.
Please note that all fields are required. If the complaint revolves around a trading issue, to expedite the processing of your request please provide an accurate amount disputed. Your cooperation is greatly appreciated. When completing the "Amount Disputed" field, please only use numbers, periods, or commas. Using characters other than those may result in an increased time processing your request.
We hope to resolve your complaint to your satisfaction. However, if you still remain unhappy with our Final Response, or you have not received a Final response from us after 45 days have passed since you first contacted us, you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service can review independently, any eligible complaints made which the firm are unable to resolve satisfactorily. If you would like The Financial Ombudsman Service to review your complaint, you must contact them within 2 years of the date of our Final Response.
To contact The Financial Ombudsman Service you can either write to them at the Financial Ombudsman Service Limited GPO Box 3 Melbourne Victoria 3001 (Australia) or alternatively, you can phone 1300 78 08 08. Further helpful information can be obtained from visiting the Financial Ombudsman Service website on www.fos.org.au.
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