Complaints Procedure

We are your first port of call for any queries or concerns, including complaints.
We will handle these complaints in line with our complaints process.

Making a complaint

When making a complaint, please outline the following information

  • The date of your complaint
  • The nature of your complaint
  • The impact on your business/person
  • Your contact details
  • Any additional information

How do I make a complaint?

You can make a complaint by any reasonable means.
If you would like to make a complaint via phone, email or letter please see details below.

  • Phone: 0203 995 4848
  • Email: [email protected]
  • Letter: Fiscal FX, 1 Canada Square, London, E14 5AA

What happens when a complaint is made?

Upon receipt of a complaint Fiscal FX will, within 1 business day, send a written acknowledgement to the complainant detailing:

  • That the complaint has been received and is being reviewed
  • That Fiscal FX will keep the complainant informed of progress and applicable measures taken in respect of the complaint resolution.

Having acknowledged and investigated a complaint, Fiscal FX will send a final response to the complainant by the end of 15 business days after the day on which it received the complaint.

In exceptional circumstances, if a final response cannot be given within 15 business days for reasons beyond the control of Fiscal FX, a holding response will be sent to the complainant by the end of 15 business days after the day on which the complaint was received, clearly indicating the reasons for the delay in answering the complaint and specifying the deadline by which it will send the final response.

Such a delayed response must be sent in the form of a final response no later than 35 business days after the receipt of the complaint.

What if I am unhappy with the solution?

If, for whatever reason, you are unhappy with our response, you can request further assistance from the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.

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