Complaints Policy

FC Exchange is committed to providing top rated products and services and we encourage feedback from anyone that has come into contact with our business so that we can continue to improve and progress at this level.

We Understand that everything might not always go as smoothly as we hope, but to make sure we can correct this as soon as possible we have provided the following guidance on how to get in touch, and what steps you can expect to follow in order to reach a resolution.

Communicating a complaint

If you are a client of FC Exchange, you can contact your designated Account Manager directly, either by phone or by email.

Alternatively, please email complaints@fcexchange.com and our complaints department will be able to record your query.

When should I expect a response? 

Our office hours are Monday to Friday, 8am to 5pm, and you should expect a response to your initial enquiry within 3 business days.

According to regulatory supervision, we have 15 working days to investigate your complaint and work with you to reach a suitable resolution. Once these steps have been taken we will provide you with a final response to your enquiry and details on how to escalate your complaint if you remain dissatisfied (see 'Escalating a Complaint').

Complaint Resolution

Regardless of the complexity of the complaint, we aim to complete the following steps during the resolution process:

1. Personal contact - Within our first communication with you, we will confirm who you should contact for further information on your complaint and how to reach them.

2. Incident summary - After any investigation has taken place into your query, you will be provided with a complete breakdown of what has been reviewed and any conclusions that have been reached.

3. Final response - The business will provide you with a closing response confirming our position on your complaint case. We hope to come to a resolution with all our complaints, but if this has not been achievable we will also provide contact details for the Financial Ombudsman Service.

Escalating a Complaint

If you remain dissatisfied with our response to your complaint query, you may refer your complaint to the Financial Ombudsman Service. Our final response to you will include details on how to do this, or you can follow this link to the Ombudsman's website for further information: http://www.financial-ombudsman.org.uk/consumer/complaints.htm.

Complaint Records

Due to our regulatory obligations, we must keep a record of each complaint received and the measures taken for its resolution, and retain that record for a minimum if three years from the date the complaint was received.

 

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