Complaints Handling Policy
1. Purpose
This Complaints Handling Policy sets out the procedures adopted by Nexedge Markets Ltd (“Nexedge”, “we”, “us” or “our”) for the fair, consistent, and prompt handling of complaints in accordance with the requirements of the Financial Conduct Authority (“FCA”).
2. Regulatory Status
Nexedge Markets Ltd is authorised and regulated by the Financial Conduct Authority under Firm Reference Number (FRN) 229906.
3. Definition of a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, from or on behalf of a client, relating to the provision of, or failure to provide, a regulated service.
4. How to Submit a Complaint
Complaints may be submitted using the following contact details: Email: compliance@nexedgemarkets.com Post: Compliance Department, Nexedge Markets Ltd, 130 Wood Street, London, England, EC2V 6DL
5. Complaint Handling Process
All complaints will be acknowledged promptly and investigated fairly, consistently, and impartially. Nexedge will assess whether it has complied with its contractual, regulatory, and legal obligations. A final written response will be issued within eight (8) weeks of receipt.
6. Final Response
The final response will include a summary of the complaint, the outcome of the investigation, details of any remedial action taken (if applicable), and information on escalation rights.
7. Financial Ombudsman Service
Where applicable, eligible complainants may refer their complaint to the Financial Ombudsman Service within six months of the date of the final response.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
www.financial-ombudsman.org.uk
8. Record Keeping
Nexedge maintains records of all complaints in accordance with FCA record-keeping requirements and uses complaint data to identify trends and areas for improvement.
9. Governing Law
This policy is governed by and construed in accordance with the laws of England and Wales.