Information About Our Complaints Procedure
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 regarding any financial services activity provided or withheld by FXCM.
You will receive a written acknowledgment within five (5) days confirming the receipt of your complaint and a unique reference number. Please use this reference number in all future communications regarding your complaint with FXCM, the Financial Ombudsman, and/or CySEC.
FXCM will send you a Final Response within two (2) months of receipt of your complaint. If we are not able to resolve a complaint within two months, FXCM will send you a holding response in order to provide you with details on why FXCM is not yet in a position to resolve the complaint and indicate a period of time within which you might expect a resolution. This period of time shall not exceed three (3) months from the submission of the complaint.
How to file a complaint
How to submit a trade inquiry
Please note that any inquiry related to the provision of services by FXCM could be submitted via the form above. Such inquiries do not constitute formal complaints as they amount to general questions regarding the provision of financial services (e.g. status of a trade, question on slippage, etc.) as opposed to a formal dissatisfaction of such services. The Trade Services team will review your inquiry and contact you as soon as possible with a resolution.