Complaints

Acetop Financial Limited — Complaints Procedure

Our Commitment to You

At Acetop Financial Limited (“Acetop”), we are dedicated to providing high standards of service and treating all clients fairly. However, we recognise that there may be times when you feel dissatisfied with some aspect of our service. When this happens, we want to address your concerns quickly and effectively.

This document outlines how you can make a complaint, what you can expect from us, and what steps you can take if you are not satisfied with our response.

Step 1 — Contact Our Client Services Team

In the unlikely event that you are unhappy with any aspect of our service, please contact our Client Services Team in the first instance, as most issues can be resolved immediately at this level.

You can contact us by:

• Telephone: 0800 955 1710
• Email: cs@acetop.uk or helpdesk.uk@acetop.uk

Our experienced team will review your concern and aim to provide a prompt resolution.

Step 2 — Escalation to the Compliance Department

If your concern is not resolved to your satisfaction by the Client Services Team, you may refer the matter as a formal complaint to our Compliance Department. Please set out your complaint clearly, preferably in writing, including relevant details such as dates, account numbers, and a description of the issue.

Contact details:
Compliance Department
Acetop Financial Limited
1st Floor, 13 St Swithins Lane
London, EC4N 8AL
Email: compliance@acetop.uk

Once your complaint is received, our Compliance Department will acknowledge it promptly and undertake an impartial review. The purpose of the review is to understand what did or did not happen, assess whether Acetop acted fairly and within its rights, and determine whether we have met our contractual, legal, and regulatory obligations.

A full, written response will be provided within eight weeks of receiving your complaint.

Step 3 — If You’re Still Not Satisfied

If you are classified as a Retail Client (and, in certain cases, as a Professional Client) and are not satisfied with the outcome provided by our Compliance Department, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent organisation that helps resolve disputes between financial firms and their customers free of charge.

Contact details for the FOS:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk

You must refer your complaint to the FOS within six months of receiving our final response letter. Please note that the FOS will not normally consider your complaint until we have had the opportunity to address it internally.

Our Promise of Fairness

If a situation arises that is not specifically covered by our customer agreement or procedures, we will seek to resolve the matter based on good faith, fairness, and transparency, while taking into account relevant market practice. Our goal is to reach a resolution that is both fair to you and consistent with our regulatory obligations.

Summary of Our Complaints Process

1. Raise your concern: Contact our Client Services Team by phone or email for quick resolution.
2. Escalate if unresolved: Submit a formal complaint to our Compliance Department in writing or via email.
3. Final response: We will issue a written response within eight weeks, explaining our findings and any action taken.
4. External review: If you remain dissatisfied, you may refer the matter to the Financial Ombudsman Service within six months of our final response.

Confidentiality and Data Protection

We handle all complaints confidentially and in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Information is used solely to investigate and resolve your complaint and will not be shared outside Acetop except where required by law or regulation.

Continuous Improvement

We treat every complaint as an opportunity to learn and improve. Feedback from clients helps us enhance our products, services, and internal processes to better meet your needs and expectations.