Our Commitment
ActivTrades is committed to providing a high standard of service to all clients. We take all complaints seriously and view them as an opportunity to improve our products, services, and client experience.
If you are dissatisfied with any aspect of our service, we encourage you to notify us so that we can investigate the matter promptly and fairly.
How to Submit a Complaint
Complaints should be submitted in writing to:
Complaints Department
ActivTrades Plc
The Loom 2.5
14 Gower’s Walk
London E1 8PY
United Kingdom
Email: complaints@activtrades.com
To assist us in handling your complaint efficiently, please provide:
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Your full name and contact details;
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Your account number (if applicable);
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The name of your contact person at ActivTrades;
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Details of any ActivTrades employee(s) involved (if applicable);
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A clear and detailed description of the complaint, including any relevant dates, events, and supporting documentation.
Our Complaint Handling Process
Upon receipt of your complaint, we will acknowledge it promptly and provide you with a copy of this Complaint Handling Procedure.
Your complaint will then be referred to our Compliance Department for investigation. This process may involve reviewing relevant records, assessing the circumstances of the case, and consulting with any members of staff involved.
Following a thorough investigation, we will issue our response as soon as possible.
Final Response
Within eight (8) weeks of receiving your complaint, we will provide one of the following outcomes:
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Acceptance of the complaint and, where appropriate, an offer of redress;
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An offer of redress without admission of liability;
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Rejection of the complaint, together with a clear explanation of the reasons for our decision; or
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An update explaining why we are not yet in a position to provide a final response, including the reasons for the delay and an indication of when a final response is expected.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom
Email: complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0)20 7964 1000