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. FXCM strives to provide you with a response at the earliest available opportunity - usually within less than one week.
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 Trade 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.