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Complaints

Making a complaint

In the unlikely event that you are dissatisfied with the service provided to you by Alpari (UK), you should contact our Client Services Department as soon as possible on +44 (0)20 7426 2900 or via email to support@alpari.co.uk. They will be happy to help you and most complaints can be resolved at this stage. We have a dedicated complaints handling procedure to ensure your complaint is thoroughly investigated and that you receive a fair outcome. A copy of this procedure is available on request.

Should you remain dissatisfied with Client Services’ response you can escalate your complaint to the Compliance department who will investigate your complaint independently and impartially. You should either ask Client Services to escalate the complaint to Compliance or email Compliance directly at complaints@alpari.co.uk. You should include as much detail as possible to ensure a timely final response.

If the complaint is still not resolved then at this stage the Compliance Department will provide you with details of the Financial Ombudsman Service (FOS), who is the official independent expert in settling complaints between consumers and businesses providing financial services. They can be contacted on complaint.info@financial-ombudsman.org.uk. For further information see the ‘Financial Ombudsman Service’ section of our website.


Financial Ombudsman Service (FOS)

The Financial Ombudsman Service is the official independent expert in settling complaints between consumers and businesses providing financial services. It covers businesses regulated by the FSA for their retail financial services activities. All of Alpari (UK)’s Retail clients will have access to the FOS (you will have been classified as a Retail client unless you specifically requested otherwise).

In the unlikely event that you have a complaint with Alpari (UK) and remain dissatisfied with our response to you on the matter, it is likely that you will be eligible to take your complaint to the FOS. In order to do so, the criterion is as follows:

• You must be an actual customer of Alpari (UK)
• You must have received a final response from Alpari (UK) regarding your complaint
• You must take your complaint to the FOS within 6 months of the date of this final response

For further information, please visit www.financial-ombudsman.org.uk

The FOS aim to resolve most disputes within six to nine months – and settle a third of cases within three months.

In one third of disputes the FOS conclude that the consumer was right. Where it requires a business to pay the consumer there is a limit of £100,000 (plus any interests and costs). However, most disputes involve much less than this.

Staff Training

Alpari (UK) delivers a robust training program to its staff, providing an industry leading service to its clients and meeting FSA regulatory requirements surrounding training and competency. We are an Affiliate Corporate Member of the Securities & Investment Institute (SII) and our employees all have Individual Membership. The SII is the largest and most widely respected professional body for those who work in the securities and investments industry in the UK and a growing number of major financial centres round the world. It has more than 40,000 members in 89 countries. As an Affiliate Corporate Member we are fully committed to the high levels of integrity and competence associated with the SII.

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