How to complain
Our aim is to provide a high level of service to all of our clients all of the time. We value feedback of all kinds from our clients and use it to enhance our products and services. We appreciate that from time to time things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.
If you have a query regarding your account or your dealings with Regent Foreign Exchange, you should initially notify the Accounts team as soon as reasonably practicable by E-mail to firstname.lastname@example.org. Our Accounts team will determine whether the query can be resolved immediately or will require further investigation. Most queries can be resolved immediately or within 24 hours. If your query requires further investigation, we will contact you within 5 business days of the initial query to advise you of the outcome.
To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:
- Your name, address and client reference number
- A clear description of your concern or complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents, such as letters
- A daytime telephone number where we can contact you
Where the initial query is not resolved to your satisfaction or if you wish to make a complaint, you should notify our Complaints Team by E-mail to: email@example.com or by writing to: The Compliance Officer Regent Foreign Exchange 61, 2 Lansdowne Row, London, England, W1J 6HL. We will acknowledge your complaint promptly and inform you who is dealing with it. Your complaint will be handled by someone who was not directly involved with the subject of the complaint.
Other ways to get in contact with us
Write to us:
What happens next?
We aim to resolve your complaint and inform you of the outcome as soon as possible. If we are unable to respond to your complaint within 3 business days of receiving it, we will update you on the status of your complaint until such time as our investigation is complete. If we are unable to provide you with a final response to your complaint within 15 business days of receiving it, we will contact you in writing to: Explain why we are not in a position to issue a final response to your complaint and to provide an indication of when we expect to be able to provide one (this must be within 35 business days of you first referring your complaint to us), inform you whether you qualify to be able to refer your complaint to the Financial Ombudsman Service (“FOS”); and provide you with a copy of the FOS explanatory leaflet and contact details for FOS. If you wish FOS to consider your complaint, you will usually need to refer it to them within six months of the date of our final response. You can access a copy of the FOS explanatory leaflet at the following link: https://www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet
In investigating your complaint, we will consider the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from our regulator, the Financial Conduct Authority (“FCA”), and from FOS. When we write to you with our final response, We will set out the outcome of your complaint and the supporting reasons for our decision including details of how we have calculated any redress offered to you.
Please note that Regent Foreign Exchange does not subscribe to an Alternative Dispute Resolution service for those clients who are not eligible to use FOS.