Complaints Policy

Complaints Policy

The core objective at Accendo FX is to provide our clients with an effective, efficient and personal service, where your individual or business goals are accomplished.

We employ dedicated and well trained staff, backed by the best available technology. We believe in treating both our clients and employees fairly and transparently.

We are disappointed when we don’t measure up to the exceptional standards we set ourselves. We offer those who believe that we have not met those standards the opportunity to make a complaint. This clear, simple process is detailed below.

How to Complain

When raising a complaint, you are welcome to contact us by whatever means you find most convenient, whether that is in person, by telephone or in writing via a letter or email to any member of the Accendo FX staff, although getting in touch with your regular point of contact may prove easiest.

You can email [email protected] to submit your complaint. This address is monitored throughout office hours. When a complaint is recorded, we will assign a member of staff to be investigate your complaint. This contact will then be responsible for the complaint and will respond within 3 business days, either through email or post, to notify you of the receipt of the complaint along with their contact details.

Any complaint raised will be investigated at the earliest possible opportunity in order for the matter to be resolved quickly and efficiently. Our target is to undertake a swift but substantial investigation into the matter, providing you with regular updates, and to present you with our final response within eight weeks. In this response, we will offer you our full assessment of the complaint; any remedial action or redress we have undertaken will also be included.

Should eight weeks have passed since any complaint was raised, or you feel that the response to the complaint was not satisfactory, you may have the right to pass your complaint to the Financial Ombudsman Service (FOS).

Please note, however, that only small businesses and private individuals have the right to refer their case to the FOS, while only complaints surrounding regulated payment services will be considered.

Ombudsman Details

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

Our Contact Details

Accendo FX Ltd

1 Alie Street

London E1 8DE

Telephone: 020 7801 2376

E-mail: [email protected]ofx.com