COMPLAINT HANDLING PROCEDURE
In the unlikely event that you feel dissatisfied with any aspect of our service we ask you to contact our Customer Support team via mail at [email protected] or via telephone on + 44 2038687844. We will endeavor to resolve all issues within an expedient timeframe and respond to you acknowledging receipt of the issues you have raised.If you are not satisfied with the response from our Customer Service agent, or you are unable to resolve the issue at this level, then you may raise the matter as a complaint with our Compliance Team. The team will undertake an independent assessment of the complaint with a full diagnosis of the events. They will assess whether the client has been treated fairly and examine if the 31FX has met all of its contractual and other obligations in regards to the occurrence. A comprehensive written response will be provided within a maximum of eight weeks of receipt of the original complaint.If you need to contact our Support Team, send an email to [email protected] or send a written complaint to:Support Department31FXJRV Market LimitedThe Leadenhall Building122 Leadenhall St, London EC3V 4ABUnited Kingdom31FX is required to provide a copy of its complaints handling procedures on request to eligible complainants.