Complaints procedure

If we have let you down, we want to know. This page explains how to complain, what we need from you, how long each stage takes and where to go if you are not satisfied with our answer.

Our commitment

Fexenvance treats every complaint as a chance to put something right and to improve. Making a complaint will never affect how we treat your account. We aim to be fair, to look at the facts and to reply in plain English.

How the process works

1

Tell us

Email [email protected] with the subject line Complaint, or tell your manager that you wish to complain.

2

We acknowledge and investigate

We confirm receipt, assign a case handler who was not involved in the matter and gather the account records.

3

We reply

You receive a written response with our findings and, where we got something wrong, what we will do about it.

What we need from you

To look into your complaint quickly please include your full name, the email address on the account, a description of what happened and when, what you would like us to do, and any supporting material such as screenshots or payment confirmations.

Please do not send passwords, full card numbers, one-time codes or recovery codes. We never need them and we cannot protect information that we should not have been given.

Timescales

  • Acknowledgement: within two working days.
  • Final response: within eight weeks, and usually much sooner. If we cannot finish within that time we will write to explain why and when to expect an answer.
  • Jurisdiction-specific points: in the United Kingdom, if we do not resolve a complaint within eight weeks, or if you are unhappy with our answer, you may be able to refer the matter to an independent body. You normally have six months from the date of our final response to do so.

If you are still not satisfied

Where your complaint falls within its remit, you may be able to refer it to the Financial Ombudsman Service, a free and independent service. Not every cryptoasset-related activity is covered by the Ombudsman's powers, so we will explain in our response whether your case can go further and which organisation, if any, can consider it. You may also be able to seek advice from Citizens Advice or take legal advice. We have not attached links here, and we will give you the contact route in our final response.

Our obligations to you

  • We will be transparent about what we found, including when we made a mistake.
  • We will treat your complaint in confidence and use your data only to deal with it.
  • We will be objective, with the investigation carried out by someone not involved in the original issue.
  • We will keep you informed if the case takes longer than expected.
  • We will use complaints to review our processes, and we keep records of them for regulatory purposes.

Contact

Send complaints to [email protected], for the attention of the Client Support & Compliance team. Our office hours are monday to friday, 9:00 to 17:30 uk time (excluding bank holidays). General questions are better directed through the Contact page.

What counts as a complaint

A complaint is any expression of dissatisfaction about our service, whether it is written or spoken, and whether or not you use the word. Examples include a withdrawal that took longer than we told you, a manager who gave wrong information, a fee you did not expect, a fault in the platform that cost you money, or the way we handled your personal data. A question about how something works is not a complaint, but if our answer does not satisfy you, you can turn it into one.

What we may offer to put things right

The outcome depends on what went wrong. It might be an explanation and an apology, a correction to your account, a refund of a fee we charged in error, a change to how we do something, or, where we caused you a direct financial loss, compensation. We will tell you how we reached our decision so you can judge whether it is fair.

We cannot compensate you for market losses that arose from trading risk as such, because those are a feature of the product and described on the Risk disclosure page. We can, however, look at whether we described the product accurately and carried out your instructions correctly.