torofx is committed to:
- Providing a high standard of client service; and
- Maintaining our reputation for integrity and accountability.
We welcome feedback on our service at any
time. If you are dissatisfied with our services please give us the opportunity
to fix the problem. We will investigate, answer your questions and work hard so
you enjoy trading with torofx.
torofx’s complaints handling procedures seek to ensure complaints are reviewed independently and result in fair resolutions to customer complaints.
WHAT IS A COMPLAINT?
torofx defines a complaint as “an expression of dissatisfaction, whether oral or written, with a product or service provided by torofx that is not resolved at the first point of contact.”
HOW TO MAKE A COMPLAINT
Any member of torofx Capital’s staff can receive a customer complaint and has the responsibility to do everything within their authority to resolve the issue at the first point of contact.
Where a member of staff feels they lack the
experience, expertise or authority to settle the matter immediately, they may
refer the matter to their supervisor.
We may ask you to provide details to us in writing. This includes specifying the nature of the complaint, providing us with specific details, and the desired outcome or action you wish torofx to take to settle the complaint to your satisfaction. We may ask you to provide relevant material to support the complaint; doing this will help us respond quickly.
You can contact our
Client Services team through any of the contact details below:
On receipt of your complaint our staff will discuss the issue with you and, if required, will complete an investigation.
Whilst our internal procedures generally allow us up to 45 calendar days to deal with a complaint, every effort will be made to resolve complaints with 21 calendar days of receipt.
If we are unable to resolve the complaint within 45 calendar days we will: (a) inform you of the reasons for the delay; (b) provide you with updates on the progress of the complaint; and (c) specify a date when a decision can be reasonably expected. We would expect that in most cases the above process would deal with the matter fully and to your satisfaction.
We expect that our front line staff and supervisors will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may elect to have the matter reviewed.
Simply write to torofx at the address below and our Complaints Officer will review the matter:
Why did torofx become a member of the Financial Commission?
The Financial Commission brings together leading industry specialists who aim to increase market transparency and service standards across the Forex industry. The creation of an honest industry means client trust in companies, which is a cornerstone of business success.
torofx is a member of the Financial Commission, an alternative complaint handling forum external to torofx. The Financial Commission is a free dispute resolution service for torofx’s clients where torofx is unable to resolve a dispute to the client’s satisfaction.
The decision-making process and administration
of the Financial Commission’s Dispute Resolution Committee is independent of torofx
Capital, decisions are binding on torofx and the Financial Commission
provides torofx clients access to a compensation fund to cover judgments
of up to EUR20,000 per client.
More information about the Financial Commission is available from their website at https://financialcommission.org/
Date of Issue: 19 July 2019