COMPLAINT HANDLING PROCEDURES
Our complaints policy
We are committed to providing a high-quality service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. Our complaints procedure If you have a complaint, please contact us in the first instance at: Complaints ActivTrades Plc The Loom 2.5, 14 Gower’s Walk, E1 8PY London, United Kingdom complaints@activtrades.com
When contacting us, please provide your contact details, contact person within ActivTrades and if applicable, details of the ActivTrades employee involved and a detailed description of the facts underlying the complaint.
What will happen next?
We will send you an acknowledgement that we have received your complaint, enclosing a copy of this procedure. We will then investigate your complaint. This will usually involve passing your complaint to our Compliance Department, who will review the matter and speak to any member(s) of staff involved.
Your complaint will be fully investigated, and a response issued.
Within 8 weeks We will contact you to either:
• Accept the complaint, and where appropriate offer redress; or
• Offer redress without accepting the complaint; or
• Reject the complaint giving reasons for doing so; or
• Contact you to explain why ActivTrades is still not in a position to make a final response, we will provide reasons for the delay and indicate when we expect to be able to provide a final response.
If you are still unhappy
If you are still unhappy with our response you may contact the Financial Ombudsman Service. Financial Ombudsman Service Exchange Tower, London, E14 9SR e-mail: complaint.info@financial-ombudsman.org.uk Telephone: +44 (0)20 7964 1000