Agility Forex UK Ltd: Summary of Complaint Procedure
Agility Forex UK Ltd is authorised and regulated by the Financial Conduct Authority (FCA) and, as such, will act in accordance to the Complaints rules as defined in the Payment Services Regulations 2017, the FCA’s Approach Document and FCA Handbook, which will take precedence over the requirements of this policy and procedures.
The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.
At Agility Forex UK Ltd, we value your satisfaction and strive to provide the best possible service. If you have any concerns or complaints, we are committed to addressing them promptly and fairly. Our complaint procedure ensures a transparent and efficient process for resolving issues.
Step 1
Contact Us:
If you have a complaint, please reach out to our Customer Support team through one of the following channels:
Email: [email protected]
Phone: +44 20 4525 3399
Step 2
Acknowledgment:
We will acknowledge your complaint within 3 business days of receiving it, confirming that it has been registered and is under investigation.
Step 3
Investigation:
Our dedicated team will thoroughly investigate your complaint, considering all relevant information.
Step 4
Resolution:
We aim to resolve complaints as quickly as possible. Once our investigation is complete, we will communicate our findings and proposed solutions to you.
Step 5
Escalation:
If you are not satisfied with the initial response, you have the option to escalate your complaint to a senior member of our team.
Step 6
Final Response:
Within 15 business days of receiving your complaint, we will provide a final response detailing the outcome of our investigation and any actions taken. In the exceptional circumstances beyond the control of the firm, a final response may take up to 35 business days.
Step 7
Financial Ombudsman Service:
If you remain dissatisfied with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service. We will provide information on how to do this in our final response.
Only eligible complainants can refer their complaints on to the Financial Ombudsman Service and this defined by the FCA.
Your Feedback Matters
We take complaints seriously and view them as opportunities to improve our services. Your feedback helps us enhance our customer experience.
For more detailed information about our complaint procedure is available upon request.
Thank you for choosing Agility Forex UK Ltd. We are committed to serving you with integrity and transparency.