Complaints Procedures

1. ETX Capital is regulated by the Financial Services Authority (FSA). As part of our compliance with financial services regulation we have established this complaints procedure for handling expressions of dissatisfaction received from our clients. All complaints received by us are recorded by our Compliance Department and are reported to the FSA bi-annually.

2. If you are dissatisfied with the service you have received you should, in the first instance, try to resolve your dissatisfaction with your normal contact within ETX Capital or with our Client Support team (by email to customerservice@ETXCapital.com or by telephone +44 (0)20 7392 1400).

3. If, after addressing the matter with your contact or our Client Support team, your complaint has not be resolved to your satisfaction, you should direct your complaint in writing to our Compliance Officer who will investigate your dispute.

4. ETX Capital will send a written acknowledgement to you within five (5) business days of receipt of your complaint and may request additional information from you. Please note that, as per the terms and conditions that govern our relationship with you, we may suspend trading in your account(s) while we investigate your complaint and will notify you if this is required.

5. Within four (4) weeks of receiving your complaint ETX Capital will send you either:

a.our Final Response to your complaint; or

b.a notice that explains why we are not yet able resolve the complaint and will indicate the date on which we will make further contact with you.

6. If the complaint remains unresolved more than eight (8) weeks from the date of our initial acknowledgment, we will send you either:

a.our Final Response; or

b.a notice that will explain the reasons for the delay in providing you with our Final Response and indicate the date by which we expect to provide you with our Final Response.

7. If you are dissatisfied with the final response you receive from us or if we fail to resolve your complaint within eight (8) weeks of our initial acknowledgment, you may have the right to refer your complaint to the Financial Ombudsman Service, but you must do so within six (6) months of the date of any Final Response we send to you. A copy of the Financial Ombudsman Service's explanatory leaflet will (unless already provided) be supplied at the same time as the ETX Capital's final response. You may request one from the Financial Ombudsman Service directly:

Their address is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone 0845 080 1800
E-mail complaint.info@financial-ombudsman.org.uk
Website www.financial-ombudsman.org.uk