Complaints Handling Procedure

How we handle complaints

Alchemy Markets endeavours to provide products and services of the highest standard. However, there may be occasions where you may want to complain about an aspect of our work. We take all complaints extremely seriously and strive to resolve them satisfactorily as quickly as we can. The procedure outlined below applies to all complaints, whether they are received verbally or in writing.

Acknowledging your complaint

We will acknowledge your complaint in writing as soon as is practicably possible - Complaints received outside normal working hours will be considered as received at the start of the next working day. In certain circumstances, if we have had sufficient time to investigate the matter and ascertain what may have gone wrong, you will receive a full response in this initial acknowledgement letter. If we can make a full investigation and send a response by close of business on the third business day from receipt of the complaint, we will send you a summary resolution communication and inform you of the conditions and the rights that apply to you at that time.

Complaints that need further investigation

If we are not able to reach a decision in time to include it in your acknowledgement letter, we will continue to investigate in order to determine:

  • • what has gone wrong.
  • • whether our service has fallen below the standard we strive to achieve, and
  • • what needs to be done to put things right.

No later than four weeks after we received your complaint, we will write to you again. If we cannot give you the results of our investigation yet, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.

In the unlikely event that your complaint remains unresolved eight weeks after we received it, we will send you a further letter to:

  • • explain why we have not been able to reach a decision.
  • • let you know when you can expect our final decision, and
  • • tell you how you can refer your complaint to the Financial Ombudsman Service if you are unhappy about the delay.

Should you be dissatisfied with our response, you may have the right to refer the matter to the Financial Ombudsman Service (depending on your Client Categorisation).

The Financial Ombudsman Service can be contacted at:

Exchange Tower, Harbour Exchange, London, E14 9SR
0800 023 4567