As part of our commitment to providing the best possible service to our clients, PriorFX upholds effective and transparent procedures for prompt complaint handling for our clients and we maintain records of complaints and measures taken for complaint resolution, in line with applicable MiFID legislation and guidelines of the CySEC.
The quickest and most effective way of dealing with any concerns that you may have is to contact your Account Manager, who will do his/her utmost to resolve any issues that you may be experiencing. Our Account Managers are trained to deal with any concerns or issues that you may have and will make every effort to work with you to investigate, try to sort out and resolve any concerns or issues that you may have and to provide you with an appropriate response. Any concerns or issues that you may have will usually be resolved at this early stage.
Upon receipt of an official legitimate client complaint, an email reply acknowledgment will be sent to the Client.
Once the investigation is completed, a summary description of the outcome will be sent to you and, where appropriate, a final proposal to resolve your complaint We will attempt to send our Final Response within two months from the date on which we received your complaint. This may not always be possible, as sometimes the complexity of the complaint may require more time to investigate fully.
We will always abide by regulatory guidelines in relation to a complaint and as such, we will always ensure that complainants are kept informed about their complaint and our activities in response to their complaint.