FXCM Complaints Policy
Filing a Complaint
Stratos Trading Pty. Limited acknowledges the importance of having an effective and efficient complaints handling and internal dispute resolution ("IDR") framework, and we adopt a client-focused approach.
FXCM strives to build strong, long-lasting relationships with all our stakeholders, including and most importantly with our clients. Accordingly, we take your comments, feedback and concerns seriously. We also understand that a client's comments, feedback and concerns provides us with an opportunity to further enhance our products and level of service.
This policy explains how you can make a complaint, our measures for handling your complaint, and the steps you can take if you are not satisfied with our response to your complaint, or the time that it takes for us to respond to your complaint.
WHAT IS A COMPLAINT?
A complaint is:
"An expression of dissatisfaction made to or about us; related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required."
HOW TO MAKE A COMPLAINT?
You can make a complaint to us in any of the following ways:
- Telephone: 1800 109 751
- Email: email@example.com
- You may submit a formal complaint by completing our Online Complaint Form.
- If you have a trading question, you can submit a trade inquiry by submitting the Online Trade Audit Form. Please note that all trading inquiries must be logged as quickly as possible after the trading issue has occurred. We have a dedicated team of professionals that are trained to research and resolve trade inquiries. Once the trade has been researched you will be contacted and you will receive a full explanation of what occurred on the trade(s) that were reported for investigation.
When making your complaint, please tell us:
- your name
- how you wish for us to contact you (for example: by phone, email);
- what your complaint is about; and
- what you are seeking to resolve your complaint.
If you need help to make a complaint
If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint.
We can also help you to fill out forms or express your complaint.
HOW WE WILL DEAL WITH YOUR COMPLAINT
We will acknowledge your complaint promptly, and try to resolve it as quickly as possible.
Generally, where your complaint is made:
- verbally – we will acknowledge your complaint in the same manner;
- in writing – by email or via social media, we will acknowledge your complaint, in writing, within one business day where possible or as soon as practicable thereafter.
When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you.
Investigation of your complaint
If we cannot resolve your complaint immediately, we will need some time to investigate your concerns.
We may also request that you provide us with further information to assist with our investigation.
We will provide you with our written reasons for the outcome of your complaint ("IDR Response") no later than 30 days after receiving your complaint where:
- your complaint is not resolved within 5 business days of us receiving your complaint; or
- if you request a written response.
Our IDR Response will also inform you of your right to escalate your complaint to the Australian Financial Complaints Authority ("AFCA"). AFCA offers free and independent dispute resolution for financial complaints to individuals and small businesses.
If we reject your complaint (whether in full or in part), our IDR Response will:
- identify and address the issues you raised in your complaint;
- set out our findings on the material questions of fact raised in your complaint, making reference to the relevant supporting information; and
- provide a sufficient level of detail in order for you to understand the reasons for our decision so that you can decide whether to escalate the complaint to AFCA or another forum.
We are not required to provide you with an IDR Response if:
- your complaint is resolved to your complete satisfaction within 5 business days and you have not requested an IDR Response; or
- within 5 business days of receiving your complaint, we have given you an explanation and/or apology in circumstances where we cannot take any further action to reasonably address your complaint.
Delay in providing an IDR Response
If we are not able to provide our IDR Response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay, and inform you of your right to complain to AFCA and provide you with AFCA's contact details.
Escalating your complaint
If you are not satisfied with our response to your complaint, you can refer your complaint to AFCA.
We are required to be a member of an external dispute resolution scheme.
You can contact AFCA using the following details: