Complaints Procedure.
Our Commitment
Stately FX Limited takes complaints seriously. We are committed to resolving any concerns you have about our services promptly, fairly, and thoroughly.
As an introducer appointed representative, Stately FX introduces clients to Ebury Partners UK Limited, which provides regulated payment and foreign exchange services. Complaints relating to regulated services should be directed to Ebury as described below.
How to Make a Complaint
If you have a complaint about Stately FX or the services you have received, please contact us in writing in the first instance:
Email: info@statelyfx.com
Subject line: Formal Complaint
Please include your full name, contact details, a clear description of your complaint, and any relevant dates or reference numbers. We will acknowledge receipt of your complaint within 3 business days.
Our Process
We aim to resolve all complaints within 8 weeks. Where a complaint is complex or requires investigation, we will keep you informed of our progress.
If we are unable to resolve your complaint to your satisfaction within 8 weeks, or if you are dissatisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service
The Financial Ombudsman Service provides a free, independent service for resolving disputes between consumers and financial businesses. You can contact the FOS at:
Website: financial-ombudsman.org.uk
Phone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Please note that you must generally give us the opportunity to resolve your complaint before referring it to the Financial Ombudsman Service.
Records
We maintain records of all complaints received and the outcomes of those complaints in accordance with our regulatory obligations and data retention policy.