Complaints Procedures
1. Should you have reason to complain, please notify us. Our traders and support staff will be pleased to help, so please ask to speak to your account manager.
2. In the unlikely event that your concerns cannot be resolved at the first point of contact, customer services or a senior officer will investigate your concerns and try and resolve any issues for you. You will be contacted promptly with the results of any investigation. Please be assured all complaints will be handled in accordance with FSA rules.
3. If at this point you are still unsatisfied with the resolution to your complaint you will be advised to refer the matter to our compliance officer, in writing. You can email him/her at compliance@etxcapital.com. He/she will then conduct his own independent review of the circumstances surrounding your dispute, and will provide you with a final response.
4. We are committed to resolving complaints through our Complaints Procedure. However, should you still remain dissatisfied following our final response, and you have been classified as a Retail client you may refer your case to the Financial Ombudsman Service (FOS). This is an independent organisation set up to resolve disputes between consumers and regulated financial firms such as ours.
Please note that FOS will only investigate disputes with retail clients once we have been given the opportunity to resolve your complaint and have issued you with a final response notice.
Their address is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Member of the London Stock Exchange. Authorised and Regulated by the Financial Services Authority, FSA registration number 124721.
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