Complaint forms and contacts

Every broker and every regulation authority has its own complaint procedure, and their own way of defining what a complaint is. Bestbrokerforme.com believes that if a trader feels treated unfairly or someone is dissatisfied with a service provided by his broker, the first thing to do is to contact the broker directly.

If the response or arrangement offered by the broker doesn't satisfy you, or the answer was provided after the legal time given by the regulator, then you would be able to upload a formal complaint to the relevant regulatory body.

Here is the FCA definition of a complaint:

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:

  1. (a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
  1. (b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.

If you feel that your case falls within the definition given above, then the most probably thing is that you would be entitled to make a formal complaint. Below you will find all the information needed for contacting your broker's complaint department. In case the issue cannot be solved with them we have included the regulator that governs each broker and their complaint department's email and contact.

BROKER Link COMPLAINT e-mail address REGULATOR Link Notes
AAAFX Go to complaint page (support@aaafx.com) or the telephone at (+30) 2130176380 HCMC Greece http://www.hcmc.gr/en_US/web/portal/acrep Trade Disputes In the event of a trade dispute, it is the responsibility of the customer to contact an AAA representative in a timely manner via e-mail (support@aaafx.com) or the telephone at (+30) 2130176380 The Customer should specify the deal ID or deal number, the specific dispute with the trade and any other information relating to the deal in question. Upon knowledge of the details of the dispute, an AAA representative will analyze the deal and price logs and respond directly to the client. Because of the nature of the FX market, AAA cannot settle disputes that are not brought to the attention of AAA representatives in a timely manner. For example, should a Customer knowingly delay reporting a trade dispute in an attempt to benefit from a “free option” as a result of the problem, the client would be considered responsible for the transaction. In addition, disputes submitted after additional deals have been done in the Account, may subject the Customer to waiving his right to partial or full restitution.
ACTIVTRADES https://cdn.activtrades.com/documents/legal/at_en_complaint.pdf compliance@activtrades.com FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
AVATRADES http://www.avatrade.com/~/media/Resources/PDF/TCs-Capital.ashx complaints@avatrade.com Central Bank of Ireland https://www.financialombudsman.ie Complaints are handled by the FOS
CMCMARKETS https://www.cmcmarkets.com/en-gb/support/faqs/complaints#what-is-the-complaints-procedure-for-trading-cfds-and-spread-betting-at-cmc-markets clientmanagement@cmcmarkets.co.uk FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
DIRECTA http://www.directa.it/pub2/it/pres/informativa_pre1213.pdf directa@directa.it CONSOB http://www.consob.it/web/investor-education/l-invio-di-esposti Alternatively you can contact ABF https://www.arbitrobancariofinanziario.it
DUKASCOPY https://www.dukascopy.com/media/pdf.php/pdf/pay/terms_and_conditions.pdf sbs@dukascopy.com FINMA www.bankingombudsman.ch Complaints are handled by the Ombudsman
FINECO https://www.fineco.it/it/public/popup/reclami-ricorsi-conciliazione helpdesk@fineco.it Banca D'Italia www.conciliatorebancario.it Complaints are handled by Organismo di Conciliazione Bancaria
FOREX.COM http://www.forex.com/uk/support/complaints.html ukinfo@forex.com FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
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FX PRO http://www.fxpro.co.uk/trading/products/legal compliance@fxpro.co.uk FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
FXCM https://www.fxcm.com/uk/legal/complaints/ info@fxcm.co.uk FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
FXTM http://www.forextime.co.uk/eu/regulatory-compliance/client-account-opening-agreements/ complaints@forextime.com CYSEC www.financialombudsman.gov.cy. Complaints are handled by the Ombudsman
GKFX http://s3.gkfxcdn.com/userfiles/docs/EN/EN_Terms_of_Business.pdf compliance@gkfx.com FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
INTERACTIVE BROKERS http://ibkb.interactivebrokers.com/node/1302 In order to file a complaint with Interactive Brokers, please submit a trouble ticket via Account Management. Log-In Account Management -> Select Message Center -> Select New Ticket -> Select New Ticket -> Click the Create button -. Select Category Account Services -> Select Complaints depends on country https://www.interactivebrokers.com/it/home.php Check your contract
IronFX http://www.ironfx.com/en/making-a-complaint support@IronFX.com CYSEC www.financialombudsman.gov.cy. Complaints are handled by the Ombudsman
LCG https://www.lcg.com/media/1386/complaints-procedure.pdf compliance@lcg.com FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
MARKETS.COM http://www.markets.com/complaint-form support@markets.com CYSEC www.financialombudsman.gov.cy. Complaints are handled by the Ombudsman
OANDA https://www.oanda.com/resources/legal/europe/legal/complaints-policy frontdesk@oanda.com FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
PLUS500 http://www.plus500.co.uk/Docs/Plus500UK/ComplaintsProcedure.pdf disputes@plus500.co.uk FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
IG http://a.c-dn.net/c/content/dam/publicsites/1457445339505/igcom/uk/files/other/08032016-ComplaintsInfo.pdf compliance@ig.com FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
SAXO BANK http://uk.saxomarkets.com/Documents/scml/legal-documentation/Complaint%20procedure.pdf complaints@saxobank.com Finanstilsynet www.pengeinstitutankenaevnet.dk Danish Ombudsman but may vary by country
SWISS QUOTE http://en.swissquote.eu/fx/support/forex-faq   then scroll down to "Complaints" section complaints.uk@swissquote.eu FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS
XGLOBAL Markets http://www.xglobalmarkets.com/assets/docs/xg-complaint-handling-procedure.pdf complaints@xglobalmarkets.com CYSEC www.financialombudsman.gov.cy. Complaints are handled by the Ombudsman
XM https://www.xm.com/assets/pdf/forms/XM_Complaints.pdf complaints@xm.com CYSEC www.financialombudsman.gov.cy. Complaints are handled by the Ombudsman
XTB https://www.xtb.com/files/Complaints-Procedure2013-11.pdf ukservice@xtb.co.uk FCA http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain Complaints are handled by the FOS

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