1. INTRODUCTION

FXCapital Ltd (the “Company”), authorised and supervised by the Seychelles Financial Services Authority (FSA) under License No. SD 023, is committed to offering its customers/clients (the “clients”, the “customer”) a consistently high level of service.

In line with this commitment, the Company maintains clear and efficient procedures for the timely management of complaints submitted by current or prospective retail clients. The Company keeps records of complaints received and of the steps taken to address and resolve them, in accordance with applicable Seychelles requirements.

2. SCOPE OF POLICY

The Complaints Handling and Disputes Policy outlines the process followed when managing complaints submitted by customers/clients.

3. DEFINITION OF A COMPLAINT

A “Complaint” refers to an expression of dissatisfaction formally submitted by the Client to the Company concerning investment or ancillary services offered by the Company.

A “Complainant” means any client eligible to submit such a complaint.

4. PROCESS TO LODGE A COMPLAINT

       4.1 HOW TO FILE A COMPLAINT:

a. A client wishing to submit a complaint must do so in writing by sending the required information to: [email protected]
Complaints must be submitted in written form and addressed, initially, to the Customer Support Department.

Clients must include the following details when submitting their complaint and are encouraged to use the official form available at: GO4REX-COMPLAINT-FORM.pdf

1. Full name and surname
2. Trading account number
3. Relevant transaction number(s)
4. Date and time of the dispute or trade in question
5. A short summary of the issue raised
6. Any previous correspondence exchanged with the Company relating to the matter

       
       4.2 HANDLING COMPLAINTS:

• Once the complaint is received, the client will be issued a written acknowledgement (by email or telephone) within five (5) business days, confirming that the complaint is being reviewed.
• The complaint will be assessed, and where needed, it will be forwarded to the Compliance Department for further examination and investigation.
• All relevant facts, the circumstances leading to the complaint, and the information supplied by the client will be thoroughly reviewed to ensure that a balanced and fair conclusion is reached.
• The Company will keep the client informed throughout the handling process. Findings, conclusions, and proposed resolutions will be communicated clearly and in writing within the applicable timeframe.
• If the issue cannot be resolved within the initial timeframe due to complexity or the need for additional information, the Company will notify the complainant and provide revised expected timeframes.
• If the Support Department is unable to issue a response within the expected period, the complainant will be informed of the delay along with an estimated timeline for completion of the review.

         
       4.3 REJECTING COMPLAINTS:

• The Company reserves the right not to proceed with a complaint in the following cases:
  o The complaint does not meet the submission requirements described in Section 4.1 – How to file a complaint.
  o The information provided is insufficient to identify the complainant.
  o The complaint contains offensive or abusive language directed at the Company or its personnel.

In such situations, the client will be informed of the reasons why the complaint could not be accepted for review.

All complaints are handled with strict confidentiality.

        4.4 POST TERMINATION COMPLAINT RIGHTS

Even after the agreement between the Client and the Company has been terminated or expired, the Client may still submit a formal complaint for up to two (2) years from the effective termination or expiry date. Complaints must be submitted exclusively through the Company’s designated communication channels. Complaints submitted beyond this period, or through unauthorised channels, may be dismissed and will not be reviewed. This right remains valid notwithstanding the termination of the agreement.

For the purposes of this provision, “termination or expiration” includes, but is not limited to:
• Classification of the account as Dormant
• Full refund issued to the Client
• Termination initiated by either the Client or the Company
• Full depletion of the account balance

5. ESCALATION OF COMPLAINTS

If a complaint is mistakenly sent to a different Department, it must be forwarded to the Customer Support Department, which will independently and impartially review it.

Both the Customer Support and Compliance Departments will evaluate any complaints in detail, using information contained in the Company’s records.

6. TIMELINE TO RESOLVE COMPLAINTS

The Company will make every effort to investigate and provide the final outcome of a complaint within one month (30 business days) from the date of receipt. Clients will be updated throughout the process. If the Company cannot issue a final response within this timeframe, the complainant will be informed of the reasons for the delay and the expected completion date. In complex cases or when information is extensive, the response period may extend to up to ninety (90) business days, as permitted under the FCPA Regulator’s Act.

7. RECORD KEEPING REQUIREMENTS

The Company must retain all complaint-related records for seven (7) years, in accordance with Seychelles AML regulations.

8. UNRESOLVED COMPLAINTS

If a client believes that their complaint was not handled fairly, they may escalate the matter to the Financial Services Authority (FSA).

To escalate a complaint, clients should send all relevant evidence and documents to the FSA at: [email protected]

9. REVIEW AND TESTING OF THE COMPLAINT HANDLING POLICY

This policy is reviewed and updated at least annually or whenever required due to operational changes or regulatory updates. Reviews are based on compiled complaint statistics. All records are maintained in accordance with legal obligations and circulated to relevant staff.

10. TRAINING

As part of Go4Rex’s commitment to fair treatment of customers, the Company expects all employees to uphold high service standards. A structured annual training programme is in place to reinforce topics such as good market conduct, customer care, and the broader benefits these practices bring to the business.