Complaints Procedure

Complaints Procedure

Our aim

At Eris FX our aim is to provide our customers with the best possible currency exchange service.
If at any time you are not satisfied with our service, please let us know and we will do all we can to resolve
your complaint.

How to contact us
You can contact us by:
Telephone: +44 (0) 113 826 7886 and speak to one of our Customer Support Staff during normal working hours
9am to 5pm GMT Monday to Friday.
Email: [email protected]
Letter: The Customer Support Manager, Eris FX Ltd, 114 Wellington Street, Leeds, LS1 1BA, United Kingdom.

How we will deal with your complaint
We will try to resolve your complaint immediately and will write to you acknowledging receipt of your
complaint and advising details of any resolution by the end of the working day following receipt of your
complaint. If we are not able to offer you a resolution at this time we will let you know the name of the
member of our staff who will be dealing with your complaint, the reason why we have not resolved your
complaint and when you can expect to hear from us with a resolution.

What happens if your complaint cannot be resolved quickly?
Sometimes a complaint may take a little longer to resolve. We will keep you fully informed of how your
complaint is progressing.

How you will be advised of the resolution to your complaint
We will write to you explaining how we intend to resolve your complaint.
We will usually send our complaints responses to your email address or if this is not possible to your registered
postal address.

What should you do if you are not happy with our suggested resolution of your complaint?
If for any reason you are not satisfied with our suggested resolution of your complaint, the member of our
staff dealing with your complaint will be happy to discuss this with you further.
If after these further discussions you are still not satisfied you can ask for your complaint to be reviewed at a
more senior level within Eris FX Ltd.
Once again, you will be kept fully informed of how your complaint is progressing at all times.
We will aim to send you a letter as a final response to your complaint within 4 weeks.

What you should do if you are still not happy with our final response to your complaint.
If eight weeks have passed since you sent your complaint to us and you have not received a final response
letter or you are not satisfied with our suggested resolution you can refer your complaint to the Financial
Ombudsman Service. You can contact the Financial Ombudsman Service by:
Letter: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
Telephone: 0800 023 4567
+44 (0) 845 080 1800 (when calling from abroad)
Email: [email protected].