At Optimum Brokers Limited, we are committed to providing excellent service to our customers. We understand that there may be times when you are not completely satisfied with our services, and we take your feedback seriously. This page outlines our complaints handling procedures and how you can contact us in case you have any concerns.
When submitting a complaint, it’s essential to provide detailed information to help us understand your concerns fully. Here’s what you should include in your complaint:
- Nature of Complaint: Clearly outline the issue or concern you are experiencing with our services.
- Timeline: Provide details of when the issue occurred or when you first noticed it.
- Specific Details: Include any relevant information or documentation related to your complaint, such as account numbers, transaction details, correspondence, or screenshots.
- Impact: Explain how the issue has affected you, whether it has resulted in financial loss, inconvenience, or other negative consequences.
- Desired Outcome: Clearly state what resolution or outcome you are seeking from us to address your complaint satisfactorily.
By providing us with this information, you enable us to investigate your complaint thoroughly and work towards resolving it efficiently. We appreciate your cooperation in helping us improve our services.
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.
You can contact us here: info@optimumbrokers.co.uk or call us on +44 (0) 203 929 7614
Our Commitment:
We aim to handle all complaints fairly, promptly, and effectively. Our goal is to resolve your concerns as quickly as possible and to learn from your feedback to improve our services.
Logging of Complaints:
All complaints received from customers are logged onto our internal complaints register, ensuring that each issue is properly documented and addressed.
Response Timeframes:
Upon receiving a complaint, we will contact you within one business day to confirm that your complaint is being considered. We will then investigate the complaint competently, diligently, and impartially, obtaining additional information as necessary.
Final Response Requirements:
We will provide a final response to your complaint within 15 business days, addressing the issues raised and offering appropriate redress if necessary. If we are unable to resolve your complaint within the standard timeframe, we will provide a holding response explaining the delay and a deadline for issuing a final response.
Financial Ombudsman Service (FOS)
If you are unstatifised with our resolution you can contact the Financial Ombudsman Service (FOS) on complaint.info@financial-ombudsman.org.uk. Alternatively, visit their website at http://financial-ombudsman.org.uk.
Currency Cloud
We work with Currencycloud, who ultimately provides you with regulated Payments and E-money services. Currencycloud has certain obligations as a regulated financial services institution, 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 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: –
https://www.currencycloud.com/legal/complaints-procedure/