Complaints
We value your feedback
At Northern Global FX, we are dedicated in providing an excellent service at all times to our clients. We aim to constantly improve and exceed your expectations, therefore we greatly value your feedback, both positive and negative.
We have implemented protocols and guidelines to allow both current and prospective clients to express any dissatisfaction with the services provided or not provided to them.
We take every complaint seriously and will resolve most complaints within three business days.
When making a complaint, please outline the following information:
- Date of Complaint
- Reason for Complaint
- Impact on You or Your Business
- Additional Information
- Contact Details
How to make a complaint
There are three methods of contact and ways to make a complaint with Northern Global FX.
Speak to a member of the team, our main office number is + 44 2035 088 916
Email us on – info@northernglobalfx.com
Send your complaint to:
Northern Global FX Ltd
1 Coldbath Square
Farringdon, London
EC1R 5HL
We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.
These partners, acting as regulated financial service providers, have specific responsibilities, particularly regarding handling complaints. We inform them about any complaints we receive from you concerning the regulated payments and e-money services they offer. They supervise our complaint handling procedures to ensure they meet the regulatory standards.
We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here Complaints Procedure | Currencycloud
What Happens After You Submit a Complaint?
We will acknowledge receipt of your complaint within 24 hours and aim to resolve it within 3 working days. If further investigation is required, we will strive to address the matter within 15 working days. In exceptional circumstances, we will notify you if resolution will take a maximum of 35 working days.
Further Escalation
In some cases, your complaint may need to be escalated, which could extend the resolution period. In such instances, we aim to resolve the issue within 15 business days from the date we receive your complaint.
If exceptional circumstances prevent us from providing a final response within 15 business days, we may take up to a maximum of 35 business days from the date of receipt to issue a final response. If your complaint requires escalation or falls under exceptional circumstances, a member of our team will notify you accordingly.
Not Satisfied with the Outcome?
If you are not satisfied with our response, you have the option to seek further assistance from the appropriate government body.
If you are a UK resident, you can contact the Financial Ombudsman Service (FOS) by mail, through an online form, or by telephone. Further details on how to contact the FOS can be found here.