How do I complain?
Contact us in whichever way suits you and say what went wrong and what you would like us to do.
- Phone
- 020 7566 0044
- Email FundFX
- Post
- Complaints, FundFX, Introvisory Ltd, 105-107 Farringdon Road, London EC1R 3BU
- Online
- Contact form, choosing Something else as the topic
It helps to include your name, your organisation, the dates involved and copies of anything relevant. Please do not send account numbers or payment details.
What happens after I complain?
We acknowledge every complaint within 5 working days and aim to send a full written response within 8 weeks.
We acknowledge it
Within 5 working days, with the name of the person handling it.
We investigate
Someone not involved in the matter reviews what happened, and may ask you for more information.
We reply in writing
Within 8 weeks, setting out what we found, what we will do and where you can go next if you are not satisfied. If we need longer, we will tell you why and when to expect our answer.
What if my complaint is about a provider?
Complain to the provider directly, because it carried out the transaction and has its own complaints process under its FCA authorisation.
Every provider we introduce must have a complaints procedure. If you are not sure who to contact, tell us and we will point you to the right person. If your complaint is about how we introduced you or the information we gave you, complain to us.
Can I take my complaint to the Financial Ombudsman Service?
Probably not. The Financial Ombudsman Service only considers complaints from eligible complainants, mainly consumers, micro-enterprises, small businesses, small charities and small trusts, and only about activities it covers.
FundFX works only with professional and institutional clients, most of which will not be eligible, and our introduction service for payments and spot FX is not a regulated activity. If you think you may be eligible, ask us and we will tell you in our final response whether the Financial Ombudsman Service can consider your complaint. You can read about eligibility at financial-ombudsman.org.uk.
How do I complain about how my data is used?
Contact us first in the same way. If you are not satisfied with our answer, you can complain to the Information Commissioner's Office.
The ICO is the UK regulator for data protection. You can contact it at ico.org.uk/make-a-complaint or on 0303 123 1113. Our privacy policy explains how we use personal data and your rights.
Do you keep records of complaints?
Yes. We record every complaint and how it was resolved, and review them regularly to improve our service.