Client Portal
FX Xpress

Complaints Handling Policy

Legal Document

1. Introduction

At Fxxpress, we value our clients and are committed to providing a transparent, fair, and timely process for handling any complaints or grievances. This Complaints Handling Policy explains how you can submit a complaint, how it will be handled, and the timelines you can expect for resolution.

2. Purpose

The purpose of this policy is to:

  • Ensure that all client complaints are handled in a consistent, efficient, and fair manner
  • Provide a clear process for escalating issues
  • Protect the rights of clients while safeguarding the interests of Fxxpress
  • Identify areas for improvement in our products, services, and processes

3. Definition of a Complaint

A complaint is any expression of dissatisfaction by a client regarding:

  • The quality of products or services provided
  • Account management or trade execution issues
  • Delays in deposits or withdrawals
  • Platform or technical problems
  • Alleged unfair treatment or breach of obligations

4. How to Submit a Complaint

Clients can submit complaints via the following channels:

  • Email: 📧 support@fxxpress.com (preferred method)
  • Contact Form: Available on our official website
  • Live Chat: Through the Fxxpress trading platform or website (for urgent issues)

When submitting a complaint, please include:

  • Your full name and registered account number
  • A clear description of the issue
  • Supporting evidence (screenshots, transaction IDs, correspondence, etc.)
  • Desired resolution (if applicable)

5. Complaints Handling Procedure

Fxxpress follows a structured approach to ensure complaints are resolved fairly and promptly:

1. Acknowledgement:

  • We will acknowledge receipt of your complaint within 2 business days.
  • A unique case reference number will be provided for tracking.

2. Investigation:

  • A Compliance Officer or Complaints Team member will investigate the issue.
  • Relevant departments may be consulted to gather facts and data.

3. Resolution & Response:

  • We will provide a written response with our findings and decision within 14 business days, where possible.
  • If more time is required, we will notify you of the delay and expected resolution date.

4. Escalation:

  • If you are not satisfied with the outcome, you may request escalation to the Compliance Department or Senior Management for a final review.

6. Possible Outcomes

Depending on the investigation results, Fxxpress may:

  • Provide an explanation or clarification
  • Offer corrective action (e.g., reversing an error, crediting an adjustment)
  • Provide compensation (where legally and contractually appropriate)
  • Uphold the original decision if found correct

7. Fair Treatment & Confidentiality

  • All complaints are handled fairly, professionally, and with respect.
  • Your personal information and complaint details will remain confidential and shared only with staff directly involved in the resolution process.

8. Record Keeping

All complaints, supporting documents, investigation notes, and outcomes will be recorded and stored for a minimum of five (5) years for compliance and auditing purposes.

9. Regulatory Reporting

Where required by law, Fxxpress will report complaints and resolutions to the appropriate regulatory authorities.

10. Continuous Improvement

Complaints are reviewed periodically to identify trends and opportunities for improving our services, systems, and client experience.

11. Limitation of Liability & Good Faith Clause

Fxxpress will make every reasonable effort to resolve complaints in good faith and in line with applicable laws and regulations.

However, by submitting a complaint you acknowledge and agree that:

  • Filing a complaint does not automatically entitle you to compensation or account adjustments.
  • Fxxpress' decisions on complaints, after a full review, shall be considered final and binding, unless otherwise required by applicable law.
  • Fxxpress shall not be liable for any indirect, incidental, consequential, punitive, or exemplary damages arising from the handling or outcome of a complaint.
  • By using Fxxpress services, you agree to hold Fxxpress, its affiliates, officers, and employees harmless from any claims related to the complaint process, except where caused by proven gross negligence or willful misconduct.

Last updated: September 16, 2024

For questions about this policy, please contact our compliance team.