Customer complaint procedure

I’m having a problem, what can I do?

Caxton FX aims to provide an amazing service to our customers at all times. We understand; however, that sometimes not everything goes according to plan and mistakes can be made. Treating customers fairly is always at the forefront of our thinking so and in order to help us provide a quick & efficient resolution, we have a straightforward complaints procedure for you to follow.

If you encounter a problem that needs our action and you wish to bring it to our attention, there are a number of ways to do this. We will always try and resolve the problem immediately. If we are unable to resolve it immediately, for example we may have to liaise with other parties in order to find a resolution which may take more time, we will record your query and arrange the best method and time to get back to you.

If you are dissatisfied with the way the original person dealing with the matter handled your problem or wish to immediately make a complaint, the next step is to advise of your complaint. This can be done verbally, by email or in writing, setting out the details, explaining what you think went wrong and what you feel would put things right. Contact details for this purpose are below:

  • Email - complaints@caxtonfx.com
  • Telephone - Either through your normal contact at Caxton or by telephoning our customer service telephone line on 0333 123 1812 or +44 20 7201 0526 from outside the UK
  • Post – Operations Dept., Caxton FX Ltd, Portland House, Bressenden Place, London, SW1E 5BH

Once your complaint is received it will be fully investigated. We will strive to resolve it within 3 working days. However, if the matter is complicated, for example, if other organisations need to be contacted in order for us to achieve a resolution it may take longer. We will still update you within 3 working days in order to let you know what action is being taken and inform you when we expect to provide you with a final response. We will always try and ensure that you receive a final response letter within 8 weeks of the date you made the complaint. In the unlikely event that we cannot give you a final response letter within 8 weeks, we will contact you and let you know why there has been a delay.

Financial Ombudsman Service

As a regulated entity, Caxton FX is covered by the Financial Ombudsman Service (FOS). This means that if you are not satisfied with the outcome of your complaint, or if eight weeks have passed since you first made your complaint, you can escalate your complaint to them.

If you would like the FOS to look into your complaint, you must contact them within six months of any final response issued via any of the following channels:

You can also contact the FOS via The European Commission’s Online Dispute Resolution whose Platform is available at http://ec.europa.eu/odr