5.1 All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department. If the client receives a response from the Customer Support Department but deems that the complaint needs to be raised further the client may either, ask the Customer Support Department to escalate it to the Compliance Department or directly contact the Compliance Department, which will independently and impartially investigate it.
5.2 Both the Customer Support Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any information contained within the books and records of the Company, including but not limited to the client’s trading account journal) and reach a fair outcome.
5.3 Both the Customer Support Department and the Compliance Department shall:
- send an initial response to the client within 7 (seven) business days,
- resolve complaints as soon as reasonably practicable and
- inform the client accordingly
5.4 All complaints shall be treated confidentially.
6.1 Customer Service Department
Email: support@fullertonmarkets.com