Complaints procedure
A complaint is information we need and did not have. This page explains how to raise one with Fexenvance, what happens at each stage, the timelines we hold ourselves to, and what you can do if our answer does not satisfy you. The procedure is the same whether your issue is a delayed withdrawal, a fee you did not expect or the manner of a phone call.
1. Our commitment
We undertake to acknowledge every complaint quickly, investigate it fairly, keep you informed while we do, and give you a reasoned answer in writing rather than a brush-off. Complaints are handled by staff senior to whoever caused the concern, are recorded in a register reviewed by management, and can be raised free of charge. Complaining will never affect the service you receive, the speed of your withdrawals or your standing on the platform.
2. The process, step by step
Step 1, raising it: send your complaint from your registered e-mail address to [email protected] with the word "Complaint" in the subject line, or hand it to any member of staff, including your personal manager, who is required to pass it on the same working day.
Step 2, acknowledgement: we confirm receipt in writing within one working day, tell you who owns your case and give you a reference number. Step 3, investigation: the case owner examines the account records, the audit trail and any recordings involved, and contacts you if anything needs clarifying. Step 4, response: you receive a written outcome with the reasoning, any remedy offered and what to do if you disagree.
3. What to include
To investigate properly we need: your full name and account reference, the date and time of the events, a description of what happened and what you expected instead, the names of any staff you dealt with if you know them, and copies of any relevant messages or statements. The more precise the complaint, the faster the answer.
Please do not include in a complaint e-mail: full card numbers or payment credentials, passwords or one-time codes, identity documents unless the case owner specifically asks for them through the secure upload, or sensitive documents unconnected to the matter. A complaint needs facts, not secrets, and nothing in it should put your account at risk.
4. Timelines
Acknowledgement: within one working day of receipt. Substantive response: within five working days for straightforward cases involving account records. Complex cases, particularly those requiring input from a partner institution such as a payment provider or executing broker, may take up to eight weeks in total, which reflects the statutory period allowed for such cases under UK complaint-handling rules rather than our appetite for delay.
If we cannot give a final answer within eight weeks, we write to you before the deadline explaining why, telling you what remains outstanding and confirming that you may escalate in the meantime. You will never need to chase us to learn which of these clocks applies to your case.
5. Escalation inside the company
If the response does not satisfy you, reply to it within a reasonable period and ask for the case to be reviewed at senior level. A manager who was not involved in the first decision re-examines the file, the evidence and the reasoning, and issues a fresh final response. This second look is not a formality: a meaningful share of first answers are revised on review, which is precisely why the step exists.
6. External dispute resolution
If, after our final response, or after eight weeks without one, you remain dissatisfied, you may refer the matter to the Financial Ombudsman Service, which handles complaints about financial businesses operating in the United Kingdom, free of charge to you. Eligibility depends on the nature of the claim and on which entity's services are involved, because parts of the service are delivered through partner institutions; our final response letter states plainly whether and how the Ombudsman route applies to your case. We do not publish links to external organisations, so note their details from that letter or from official sources. You also retain the ordinary right to seek independent legal advice at any point.
7. Our commitments to you
Transparency: every response states what we found, even when it is unflattering. Confidentiality: complaint files are seen only by those handling them. Objectivity: nobody investigates their own conduct. Communication: an update at least every five working days while a case is open, and a named human being throughout. Learning: every closed complaint feeds a quarterly review of what broke and what to fix, because a recurring complaint is a defect wearing a costume.
8. Contact details
Complaints and questions about this procedure: [email protected], for the attention of Client Support & Compliance, 4th Floor, 25 Canada Square, Canary Wharf, London E14 5LQ, United Kingdom. The support desk operates Monday to Friday, 9:00–17:30 UK time (excluding public holidays) and answers usually under one working hour. If your matter is urgent because money is at immediate risk, telephone the support desk first, say "security" and then follow up in writing: speed first, paper second.