Filing a Complaint
WHAT SHOULD I DO IF I HAVE A COMPLAINT?
FXCM strives to build strong, long-lasting relationships with all our stakeholders, including and most importantly with our clients. In keeping with this, we view your comments, suggestions and concerns as matters of premiere importance. We also recognise that a client's dissatisfaction is an opportunity for us to improve by enhancing our products and level of service.
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 thorough explanation of what occurred on the trade(s) that were reported for investigation. If FXCM determines you were negatively impacted by a technical issue, an adjustment will be offered.
If the issue is not resolved to your satisfaction within 24 hours or you wish to submit a formal complaint at the initial stage, you can do so by submitting a complaint by completing the Online Complaint Form.
The complaint will receive an impartial review to determine if we have acted fairly within our rights and have met our contractual obligations. We will acknowledge your complaint promptly, and a thorough written response will be provided within 45 days of receiving the complaint.
If you are not satisfied with how your complaint has been handled or if you feel it still remains unresolved, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent organisation that resolves disputes between financial institutions and their customers. Information on contacting AFCA will be provided in the final response letter to your complaint. Any reference to AFCA must take place within 2 years of FXCM's final response letter, and you should also note that AFCA will not consider a complaint until we have had the opportunity to address the complaint.
You can lodge a complaint with AFCA via: