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 – please be mindful that the current regulatory framework allows a financial firm 30 days to respond to a complaint. For more information on how we address complaints in line with ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98, visit here.
Please note that you may not have all the necessary factual elements before filing a Trading 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 below are required (otherwise specified). If the complaint revolves around a trading issue, to expedite the processing of your request please provide an accurate amount disputed. 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 dissatisfied with our final response, or you have not received a final response letter from us after 30 days have passed since you first contacted us, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA can review independently, any eligible complaints made which the firm is unable to resolve satisfactorily. If you would like AFCA to review your complaint, you must contact them within 2 years of the date of our final response letter.
AFCA is contactable on 1800 931 678. Alternatively, you can write to them at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Australia
Further helpful information can be obtained from visiting AFCA's website on http://www.afca.org.au/.
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