Information about our Complaints Procedure
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 recognize that a client's dissatisfaction is an opportunity for us to improve by enhancing our products and level of service.
WHAT SHOULD I DO IF I HAVE A COMPLAINT?
In the unlikely event that you are dissatisfied with the service provided by FXCM, please contact our Customer Service as soon as possible at +27 10 590 6301 or via email at email@example.com.
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. If the Trade Audit Committee determines you were negatively impacted by a technical issue, an adjustment will be offered. If our customer service or trade audit teams are unable to resolve the matter or if you wish to submit a complaint without working with our customer service or trade audit teams, you may submit a formal complaint by completing our Online Complaint Form. Alternatively, you may contact our local Compliance Officer:
Name: Mr Leonardo d’Onofrio Company: Oracle Compliance (Pty) Ltd Address: Unit 3A, 5 Fricker Road, Illovo, Sandton, Johannesburg Telephone: (011) 100 2551 Email: firstname.lastname@example.org
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 full written response will be provided within six weeks 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 FAIS Ombud for Financial Services Providers, within six months from the date that we issue our final response to the complaint filed:
Name: Mr Naresh Tulsie
Address: Sussex Office Park
Ground Floor, Block B
473 Lynnwood Road
cnr Lynnwood Road and Sussex Avenue
Telephone: 012 762 5000 / 012 470 9080
Please note that, if you wish to lodge a complaint with the FAIS Ombud against the Financial Services Provider (FSP), you will need to show that you have already attempted to resolve the matter directly with the FSP first.