Complaints

Complaints Handling Policy

At Monex Europe, we are committed to providing exceptional service and aim to deliver the best outcomes for our clients. However, if you are dissatisfied with any aspect of Monex Europe, be it our products or services, we encourage you to let us know so we can address your concerns promptly.

How do I submit a complaint?

We like to give our clients choice, even when submitting a complaint. To make it easy for you, you can submit a complaint in one of the following ways:

1. Contact your dedicated account manager directly via phone or email.

2. Email: [email protected]

3. If you would like to write to us via post, please use the below details:
   Contact Details:
   To: Head of Compliance,
   Monex Europe
   3rd Floor,
   1 Bartholomew Lane,
   London, EC2N 2AX

4. Use the online form below or scan the QR code to enable a mobile friendly version.

Complete form
What is the Complaint Resolution process?

Our complaints process consists of three key stages:

1. Acknowledgment

  • We will acknowledge receipt of your complaint within 3 business days
  • We will provide you with the contact details of the person handling your complaint and the expected resolution timeline.

2. Investigation

  • Our Compliance Department will carry out an independent and impartial review of your complaint to ensure we have acted fairly, reasonably, and in line with our regulatory and contractual obligations. We are committed to delivering fair treatment and good outcomes for all clients.
  • During this process, we may request additional information from you to ensure a complete understanding of your perspective.

3. Final Response

After the investigation concludes, we will provide you with a detailed written response outlining:

  • The details of our review
  • Our findings and any actions taken
  • Our final decision on the matter
When can I expect a response?

We aim to resolve complaints as quickly as possible while ensuring a thorough review.

The regulatory timeframe for providing a final response depends on the Monex Europe entity you are dealing with:

  • Monex Europe Markets (MEM): Within 8 weeks
  • Monex Europe Limited (MEL): Within 15 business days, may take up to 35 business days for complex cases. If we are unable to provide you with a final response to your complaint within 15 business days of receiving it, we will write to you explaining the reasons why we are not in a position to issue a final response to your complaint yet.
What if I am not satisfied with the outcome?

If you are not satisfied with our final response, you may be eligible to escalate your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that provides a free and impartial resolution service for financial disputes.

Contact Details for the Financial Ombudsman Service:
Address: Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
Email:[email protected]
Website: www.financial-ombudsman.org.uk

Your complaint should be escalated with the FOS within six months of receiving our final response.

Please note Monex Europe does not subscribe to an Alternative Dispute Resolution service for those clients who are not eligible to use FOS.

Do you keep records of complaints?

Yes. As part of our regulatory obligations, we maintain records of all complaints and the actions taken for resolution for a period of five years. Keeping these records allows us to track, review, and improve our services while ensuring full compliance with regulatory standards. 

If you have any questions regarding our complaints process, please feel free to contact us Monday to Friday, 8 AM – 5 PM at [email protected].