Complaints

01How to make a complaint

To help us resolve it quickly, please include:

• your name and company, and your client reference number if you have one;
• a clear description of the problem, with relevant dates and amounts;
• what you would like us to do to put it right;
• copies of any relevant documents or correspondence;
• a telephone number where we can reach you during business hours.

02Complaints about our services

Foreign exchange and payment services are provided by Ebury Partners Canada Limited (“Ebury”). Complaints about payments, currency transactions, accounts, the client platform, or how our team served you are handled under Ebury’s complaints procedure.

1. We acknowledge your email and forward your complaint to Ebury within 2 business days, with the information Ebury needs.
2. If your complaint cannot be resolved by the following day, Ebury will acknowledge it in writing within 5 working days and tell you who is handling it.
3. Ebury aims to send a final response within 8 weeks. It will summarize your complaint and the outcome, say whether the complaint is upheld, and set out any offer to settle it.
4. If Ebury cannot respond within 8 weeks, it will explain why in writing and tell you when to expect a response.

We stay involved throughout and will help Ebury with any information it needs. You can read Ebury’s complaints policy.

03Complaints about AurixFX

Complaints about our website, our marketing communications or our recruitment are handled by AurixFX directly. We will acknowledge your complaint within 5 business days and aim to send a full response within 30 days.

For concerns about personal information, see our Privacy Policy or email privacy@aurixfx.com.

04If you are not satisfied

If you are not satisfied with the final response to a service complaint, you can contact the relevant regulator.