Introduction to complaints policy
This is the complaints policy of Axcess FX.
We are fully committed to giving an excellent service to our online readership. Part of this is valuing feedback and our complaints policy is purposed with ensuring any complaints are handled in a fair, efficient, and effective manner.
How to make a complaint with Axcess FX
If you have a complaint about any aspect of our service here at Axcess FX, you can contact us via the following channels:
By email: contact@theaxcess.net
Complete our online contact form: The online form is available on our website on the ‘Contact Us’ page. We do require as much information as possible about your complaint. Please include the:
- Date
- Nature of the complaint
- All relevant supporting documents.
Acknowledgment of complaints
Axcess FX will acknowledge receipt of your written complaint within 3 business days and will provide a reference number for your personal records.
Response times for complaints
Our target is to resolve a complaint within 10 business days after written receipt. If we are unable to do so, we will update you on the progress and provide a new date for resolving the complaint.
Investigation process
At Axcess FX, we will undertake a thorough investigation around your complaint. It may involve contacting you for:
- Clarification
- Further information.
Resolving complaints
After an investigation of your complaint is complete, Axcess FX will inform you of the outcome. We will also inform you of any actions we have taken or we intend to take.
Escalating your complaint
If you are not happy with the outcome of your complaint, you can request that it is escalated to a senior staff member for further review.
Confidentiality around your complaint
All complaints received by Axcess FX are treated with confidentiality and respect for your privacy. For further information on how we maintain your privacy please read our Privacy Policy.
Continuous improvement
We want to continuously improve the servicee provide to our readership and view any complaints as a chance to learn and improve our offering. Therefore, we periodically review our complaints and use them to improve our service.
Contact information
For any queries regarding this policy or our complaints handling process, please contact us at support@theaxcess.net.