Complaints Policy

You can make a complaint by contacting your usual dealer or you can email us at customer.service@ofx.com or call us at +44 (0) 207 614 4194.  If they are unable to resolve your complaint it will be escalated to the relevant manager for investigation. 

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

If you are dissatisfied with our response, you may raise your concerns to the Financial Ombudsman Service (“FOS").   The FOS can be reached at:  Exchange Tower, London, E14 9SR.   Further information and eligibility requirements can be found on www.financialombudsman.org.uk.

In certain circumstances you may also be able to submit your complaint to the Financial Conduct Authority (“FCA”).  Please contact the FCA on 0800 111 6768. Further details can be found on  
http://www.fca.org.uk/.

UKForex Limited (trading as “OFX”) is: registered in England and Wales (company no. 04631395) with registered office at 1st Floor 85 Gracechurch Street, London EC3V 0AA; registered with HMRC as a Money Services Business under the Money Laundering Regulations (reg. no. 12219180); and authorised by the FCA as an Authorised Payment Institution (Firm Ref. No. 521566).