Complaint Procedures
Effective 12th September 2015
- GKFX (Cambodia) Co. LTD is authorised and regulated in the United Kingdom by the Financial Services Authority (FCA). GKFX is required to establish complaint-handling procedures for handling expressions of dissatisfaction received from eligible complainants about GKFX services.
- GKFX endeavours to offer its customers the highest standards of service in all aspects of its business, however there may be elements of our service that do not meet your satisfaction. The Compliance Officer (or an independent director) will record any customer complaints or expressions of dissatisfaction in the firm’s Complaints Register.
- In the first instance, you should try to resolve your dissatisfaction or grievance with your normal GKFX contact.
- If that person is unable to resolve your dispute to your satisfaction, you should direct your complaint or grievance either verbally or in writing to GKFX’s Compliance Officer.
- GKFX will send a written acknowledgement of your complaint to you within five business days of receipt. This letter will contain the name or job title of the individual(s) handling the complaint, together with a copy GKFX own internal complaint handling procedure.
-
Within four weeks of receiving a complaint, GKFX will send you, either:
- A final response letter; or
- A written response, explaining why it is not currently possible to resolve the complaint and indicating to you when the Firm will make further contact (this should be within eight weeks of receipt of your complaint).
-
If the complaint remains unresolved longer than eight weeks from receipt of your complaint, GKFX will either send you:
- A final response; or
- A written explanation why the firm is still unable to make a final response to you. It shall provide you with reasons for the delay and an indication when it expects to be able to provide you with a final response.
- If you are dissatisfied with GKFX final response (or if GKFX fail to resolve your complaint within 8 weeks of it being made) you may have the right to refer it to the Financial Ombudsman Service, but you must do so within six months. Unless you have already received a copy of the Financial Ombudsman Service’s explanatory leaflet, it will be supplied to you at the same time as GKFX final response.
- The Financial Ombudsman Service can be contacted at:
- Financial Ombudsman Service Exchange Tower, Harbour Exchange Square London E14 9GE
- 0800 023 4567
- complaint.info@financial-ombudsman.org.uk
- www.financial-ombudsman.org.uk
If you do not have Adobe Reader you can download it by clicking here
We use cookies to support features like login and allow trusted media partners to analyse aggregated site usage. Keep cookies enabled to enjoy the full site experience. By browsing our site with cookies enabled, you are agreeing to their use. Review our cookies information for more details.
