Complaints

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CUSTOMER COMPLAINTS PROCEDURE:

We would like to hear from you if you have a complaint about our services or our staff. You can contact us by post or email at complaints@lighthousefx.co.uk. Please address all correspondence for the attention of the Compliance Manager.

To help us investigate and resolve the problem as quickly as possible, please provide the following information:

● Your name, address and client reference number 

● A description of your complaint 

● Your suggestion as to how we should resolve the issue 

● Copies of any relevant documentation 

● A contact number that we can use to reach you

We will work with you to resolve the issue as soon as possible. If we have been unable to resolve your complaint immediately we will:

● Send an acknowledgement of your complaint within 48 hours.

● Confirm who will handle your complaint, and how you can contact them.

In any event we will always aim to resolve your complaint within 15 working days. But if your complaint is particularly complex, or it involves matters which are outside of our direct control, this may be extended to a maximum 35 business days from the date of receipt to issue a final response which will include:

● A summary of the complaint 

● The outcome of our investigation 

● Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld 

● Details of any offer to settle the complaint  

● If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service in the unfortunate event that we haven't been able to provide you with a satisfactory resolution within the eight week time period. 

We will keep you informed of the progress we are making as we continue our investigations. 

We value your feedback. 

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

We work with e-money and payments institution partners in providing you with some of our services, namely Currencycloud and Equals Connect, as described in the footer of our website. These partners also have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle these complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here, and Equals Connect’s can be found here.

Financial Ombudsman Service-

The UK Parliament established the Financial Ombudsman Service as the official independent expert in settling complaints between consumers and businesses providing financial services. 

If you have lodged a complaint and are not entirely satisfied with the solution provided by Lighthouse FX, you can contact the Financial Ombudsman Service directly at:

Financial Ombudsman Service Exchange Tower London E14 9SR

Website: www.financial-ombudsman.org.uk 

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 023 4567 or 0300 123 9123

Data protection-

If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:

● An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.

● If you are an eligible client, a notification of your right to refer the matter to a Data Protection Supervisory authority.

The leading Supervisory Authority is the Information Commissioner’s Office, who can be contacted directly using the following details:

Information Commissioner's Office

Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom

Telephone: +44 (0) 303 123 1113

Email: casework@ico.org.uk

Website: https://ico.org.uk