At Premier Forex Ltd, we undertake at all times to deliver a professional, caring, and considerate service to all our customers. If you feel that we have not lived up to this assurance, we would like to hear from you. Our Compliance Procedure is explained below, and a hard copy form is available on request from our Office, Unit 526 No. 17, Premier Forex Ltd, Hanover Square, London W1S 1BN.
Making a Complaint
If you experience an unauthorized or incorrectly executed payment transaction, you must notify us without undue delay and no later than 13 months after the day of the transaction. Complaints made after this time may not qualify for any compensation under the Payment Services Regulations 2017.
You can make a complaint via any of the methods listed below
Our Complaints Handling Procedure
1. We will manage your complaint fairly, impartially, and professionally.
2. We will investigate and resolve any complaint as quickly as possible.
3. If we have made a mistake, we will apologize and offer compensation or remedial action where possible.
4. If we reject your complaint, we will explain why it has been rejected and what options remain available to you.
5. We will change the way we do things to avoid making the same mistake in the future.
If you are dissatisfied with any aspect of our service, please express this to the person with whom you are dealing, who will try to help.
If you prefer, please ask to speak to a manager who will also try to help, as we aim to resolve all difficulties as quickly and efficiently as possible.
For all complaints, we will acknowledge your complaint promptly and write to you again with a final response to your complaint, in most cases within 10 business days from receipt of your complaint.
If we are unable to give a final response within this period, we will write to you informing you why we are not in a position to make a final response and indicate when we expect to be able to do so.
Email: info@premierforexltd.com
Telephone: +44 020 7112 8198
WRITE TO US:
addressed to the Complaints Manager at…
Premier Forex Ltd.
Unit 526, No. 17
Hanover Square, London
W1S 1BN, United Kingdom
Financial ombudsman service
If you are still not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).
You must do so within 6 months of receiving our final response.
You can contact them at:
Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square, London E14 9SR. Tel 03001239123.
We will send you a copy of the FOS Consumer information leaflet with our final response.
We are not covered by Financial Service Compensation Scheme.