Complaints
Management Policy
INTRODUCTION
ISX Financial UK Ltd is a private limited company incorporated in the United Kingdom, with company number 10002662, having its registered office at Fieldfisher Riverbank House, 2 Swan Lane, London, United Kingdom, EC4R 3TT,. Authorised by FCA under FRN 901034.
Our Company is committed to offering highest quality products and services to our customers at all times.
However, this doesn't guarantee that complaints relating to our products or our staff will not arise from time to time. if you are not satisfied with our products/services, you can submit your complaint and offer us the opportunity to improve, resolve any problem and ensure it does not repeat in the future.
Our Complaints Management team are committed to creating fair outcomes for all customers, actively seeking to ensure that unfair outcomes do not occur and supporting the Company’s no appetite for systemic unfair customer outcomes.
HOW TO SUBMIT A COMPLAINT
If you have a complaint relating to our products, service provided by us or by one of our associates, please let us know as soon as possible. Our goal is to continually improve the service we provide and any comments you may have could help us achieve that.
We take all complaints very seriously and, in order to deal with your complaint efficiently and effectively, we have put in place adequate procedures.
A complaint must be received in writing by the Company and include all the details specified in Complaint form.
The written complaint can be submitted:
VIA INTERNET
By completing the online form on the Company’s website and sending it to the email address: complaints@isxfinancial.com
Please access the Complaint Form here.
Please note that complaints are only accepted for ISX customers.
By regulation, customers of other institutions must lodge complaints with their account issuing institution, who will then contact us (if relevant).
VIA MAIL
Alternatively, you can post the Complaint Form to the below address:
Complaints Management Office
ISX Financial UK Ltd
First Floor, 25 LexingtonStreet
London
W1F 9AH
Complaints Management
COMPLAINTS MANAGEMENT
After receiving the initial customer Complaint, we aim to deal with your complaint immediately. If we cannot resolve the matter immediately, we will write to you within three (3) business days to acknowledge receipt of the complaint.
We will aim to provide a written final response within fifteen (15) business days of receipt of the complaint. However, depending upon the nature of the complaint and the type of products or services that it concerns, the time taken to provide you with a final written response may be extended.
From the first day we recieve your complaint, the time to provide a response may be extended to a maximum of either:
- Thirty-five (35) business days for complaints which are related to payment services
Or
- Eight (8) weeks for general financial services complaints
If, for whatever reason, we shall not be able to resolve your complaint within the maximum time period of 35 business days (or 8 weeks), you will receive a written update which should:
- Explain why the we are not in a position to issue a final response;
- Indicate when the we expect to provide a final response.
Final response
The final response will either:
- Accept the complaint and, where appropriate, offer redress or remedial action;
or
- Offer redress or remedial action, without accepting the complaint;
or
- Reject the complaint and give reasons for doing so.
Following our response
We aim to resolve your complaint to your satisfaction. However, if you feel our response does not fully address your concerns, please do contact us so that we can understand if there is anything further that we can do to achieve a good outcome for you.
If, after receiving our final response you remain dissatisfied, or 35 business days / 8 weeks have passed, since we first received your complaint, and you are an eligible customer, you have the right to refer the matter to the UK Financial Ombudsman Service. You have six (6) months from the date of our final response to refer your complaint to them.
The Financial Ombudsman Service
The Financial Ombudsman Service is a free independent service formed to help settle individual disputes between customers and financial services businesses by providing independent arbitration.
They will only investigate your complaint if you have already tried to resolve it with us or if it has been more than 8 weeks since you first raised your complaint with ISX.
You can contact the Financial Ombudsman Service by:
Phone
You can call the Financial Ombudsman Service using with the following numbers.
From a UK landline: 0800 023 4567
From a UK mobile: 0300 123 9123
Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes for mobiles. Charges may apply when calling from abroad.
Online
You can contact the Financial Ombudsman Service (FOS) by email:
complaint.info@financial-ombudsman.org.uk
By visiting their website:
www.financial-ombudsman.org.uk
Post
You can write to the Financial Ombudsman Service at the following address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Need Help?
Get in touch with your relationship manager for guidance and support.