Our approach #
At AuxiliumFX Limited we aim to give every client a fair, transparent and quick response. If you are unhappy with our service, please tell us so we can put it right.
How to make a complaint #
Send your complaint by email to support@auxiliumfx.com with the subject line “Complaint”, and include:
- your full name and trading account number;
- a clear description of the issue and when it happened;
- the ticket numbers of any trades concerned;
- any screenshots or documents that support your complaint;
- what outcome you are asking for.
What happens next #
- Acknowledgement: we confirm receipt within 2 business days and give you a reference number.
- Investigation: our compliance team reviews the complaint independently of the staff involved, using platform logs, server records and communications.
- Final response: we aim to send our written final response within 15 business days. If the case is complex we will update you and respond within a maximum of 30 business days.
- Escalation: if you are not satisfied with our final response, you can ask for it to be reviewed by senior management, who will reply within 10 business days.
External dispute resolution #
The Company is not currently a member of an external dispute resolution body or compensation fund. You keep the right to take legal action in line with the governing law and jurisdiction set out in our Client Agreement.
Records #
We keep records of all complaints and our responses for at least [e.g. 5] years and use them to improve our services.
