At Acetop Financial Limited (“Acetop”) we are dedicated to providing you with the best standard of service at all times and take any complaint extremely seriously. Should you feel that any aspect of our business has not fulfilled your expectations, please allow us the opportunity to put things right and to improve the service we offer to you in the future.
First Response (3 business days)
Firstly, we ask that you try to resolve your dissatisfaction with your normal contact within Acetop or with our Client Services team by;
E-mail: email@example.com or Telephone: +44 (0)800 955 1710
We will endeavour to resolve your complaint by close of the third business day following receipt. If you accept our suggested resolution, we will regard your complaint as resolved. A Summary Resolution Communication (SCR), which will include the outcome of your complaint and will inform you of your right to escalate your complaint to the Financial Ombudsman Service (“FOS”), will be sent to you.
Formal Complaint (8 weeks)
If, after addressing the matter with your contact or our Client Services team, you remain dissatisfied with our response to your complaint or we are unable to provide you with a response by close of the third business day following receipt, all of the details relating to your complaint will be passed to our Compliance Department, who will investigate your dispute competently, diligently, and impartially.
Acetop will promptly send a written acknowledgement to you via email and may request additional information from you. We will keep you informed thereafter of the progress of our investigation of your complaint.
Please note that, as per the terms and conditions that govern our relationship with you, depending on the nature of the complaint, we may suspend trading in your account(s) while your complaint is investigated. We will notify you if this is required.
Within eight weeks of receiving your complaint, Acetop will send you either our Final Response to your complaint or a written response that will explain the reasons for the delay, together with an estimation date on when you will be receiving our Final Response.
- · Resume the relevant facts, finding and conclusions;
- · State whether the complaint has been upheld;
- · Where appropriate, offer redress or remedial action; and
- · Enclose the details of how you may contact the Financial Ombudsman Service (“FOS”).
The Financial Ombudsman Service (“FOS”)
Should you be unhappy with our efforts or you do not agree with the final response, and you are a retail client, then your complaint may be referred to the Financial Ombudsman Service. This must be referred within 6 months of receiving the final response. The Financial Ombudsman will only investigate your complaint if you have already tried to resolve it with us first or if it is more than 8 weeks since your complaint was initially raised with us.
The Financial Ombudsman provides an independent service for settling disputes and you will not be charged for this service. To obtain a copy of their consumer leaflet ‘Your Complaint and the Ombudsman’, please go to: https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
You can contact the Financial Ombudsman as follows:
The Financial Ombudsman Service
London E14 9SR
Phone: 0800 023 4567 or 0300 123 9 123
Time Barred Complaints
A complaint will be time barred should it relate to a matter which is:
- ▪ Six years after the event complained of, or
- ▪ Three years from the date on which the complainant became aware (or ought reasonably to have become aware) that he or she had cause for complaint
You must refer your complaint to the FOS within 6 months of the date on the final response. However, the Ombudsman may waive the time limits in exceptional circumstances.
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