Complaints/Feedback procedure

The simplest and quickest way to express your concern is to contact Emma Hayes or Paul Healey on 0207 240-9921

Alternatively, we can be contacted via electronic mail: [email protected]

When you provide feedback on our services, or make a complaint, a record may be kept on our internal log.

We promise to respond in 7 days

Our promise is to respond to a complaint within 7 days. Hopefully, we will be able to tell you that the matter has been put right. If we are unable to put it right within those 7 days, we will tell you and keep you informed of progress.

The next step

If you're not happy with the answers you've been given, tell the person you've been dealing with and we'll ask another senior manager to review concerns. You'll be told who will review your complaint and you will receive a full or interim response within 28 days of when you first expressed your concern.

If you are still dissatisfied

If our senior manager fails to deal with your complaint to your satisfaction, you can take the matter up with our Member Service department. The address is:

Covent Garden FX

30a Jubilee Market Hall

Covent Garden

London

WC2E 8BE

If we are not able to provide a final response, or if you're not satisfied after receiving the reply from us, you can take your complaint to the Financial Ombudsman Service.