Complaints Policy

Capital IFX Ltd. strives to provide clients with a high standard of service. In the unlikely event that we have been unable to meet your expectations, you can make a complaint by contacting your usual dealer, emailing us at info@capitalifx.com, or telephoning us on +44 (0) 208 343 1188.

If we are unable to resolve your initial complaint, it will be escalated to the relevant manager for further investigation.

We will begin investigating your complaint as soon as possible and aim to resolve the matter as efficiently as we can, regularly keeping you informed of our progress. In our final response, we will explain to you our assessment of the complaint, along with any remedial action or redress. Where necessary we will also take measures to improve any systems or processes.

If you are not satisfied with the outcome of your complaint, you may raise your concerns to the Financial Ombudsman Service (“FOS”) which has been established to review eligible complaints which financial businesses are unable to resolve. Further information and eligibility requirements can be found on http://www.financial-ombudsman.org.uk or you can contact the FOS via the methods below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 (freephone), 0300 123 9123 (from the UK), or +44 207 964 0500 (international)
Email: complaint.info@financial-ombudsman.org.uk

In certain circumstances you may also be able to submit your complaint to the Financial Conduct Authority (“FCA”). Further details can be found on http://www.fca.org.uk/ or you can contact the FCA via the methods below:

Financial Conduct Authority
25 The North Colonnade
London
E14 5HS

Telephone: 0800 111 6768 (freephone), 0300 500 8082 (from the UK), or +44 207 066 1000 (international)
Email: consumer.queries@fca.org.uk

Capital IFX Ltd. is registered in England and Wales (company no. 05212616) with registered offices at 272 Regents Park Road, London, N3 3HN; registered with HMRC as a Money Services Business under the Money Laundering Regulations (reg. no. 12195618); and authorised by the FCA as an Authorised Payment Institution (Ref. No. 526884)

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