Last updated: {LAST_UPDATED_DATE}
We take every complaint seriously and aim to resolve concerns quickly and fairly. As an FCA-authorised firm, we follow the Financial Conduct Authority's DISP rules.
How to raise a complaint
If you are unhappy with any aspect of our service, please contact us in any of the following ways:
- Email: complaints@rainstonefx.co.uk
- Phone: {PHONE_NUMBER} and ask for the Compliance Officer
- Post: The Compliance Officer, Rainstone FX Ltd, {REGISTERED_OFFICE_FULL}
To help us investigate quickly, please include your name, contact details, a clear description of the complaint and any reference numbers.
What happens next
- Acknowledgement (within three business days): we will confirm receipt in writing and explain what we are doing about your complaint.
- Investigation: the Compliance Officer or a senior member of staff who has not been involved in the matter will investigate.
- Final response (within eight weeks): we will write to you setting out our findings and any redress, or explain why we cannot give a final response yet.
If you are not satisfied: the Financial Ombudsman Service
If we have not resolved your complaint to your satisfaction within eight weeks, or if you remain dissatisfied with our final response, you have the right to refer the matter to the Financial Ombudsman Service. Eligible complainants include private individuals, micro-enterprises, small charities and small trustees.
The Financial Ombudsman Service is free to use:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567 (UK) or +44 20 7964 0500 (overseas)
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
You must refer your complaint to the Ombudsman within six months of our final response.
Complaints data
We publish summary complaints data annually in line with FCA reporting requirements.