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Complaints Policy

Ace FX Complaints Policy

Last updated: October 2026

At Ace FX, we aim to provide a high standard of service to all our customers.

If something goes wrong or you are unhappy with any aspect of the service you have received from us, we want to know about it. We take complaints seriously and aim to deal with them fairly, promptly and professionally.

1. How to Make a Complaint

You can make a complaint about an Ace FX service, transaction, member of staff or any other aspect of your experience with us.

You can complain:

  • In person at one of our branches
  • By telephone
  • By email
  • In writing


Post:

Complaints Officer
Ace FX Limited
Unit 8B
16–19 Canada Place
Canary Wharf
London
E14 5EQ

You can also speak directly to a member of staff or branch manager.

There is no charge for making a complaint.

2. Information to Include

To help us investigate your complaint as quickly as possible, please provide:

  • Your name and contact details
  • Your transaction or order reference, where applicable
  • The date and location of the transaction
  • A clear explanation of what happened
  • What you would like us to do to resolve the matter
  • Copies of any relevant documents or correspondence

Please do not send original identity documents through the post.

3. What Happens After You Complain?

We will aim to acknowledge your complaint promptly.

Where possible, we will try to resolve straightforward complaints immediately or within a short period.

If your complaint requires further investigation, it will be passed to the appropriate member of staff or the Ace FX Complaints Officer.

We will investigate the circumstances fairly and may review transaction records, communications, CCTV or other relevant information where appropriate and lawful.

We may contact you if we need further information to investigate your complaint.

4. Our Response

Our aim is to resolve complaints as quickly as reasonably possible.

We aim to provide a substantive response within 14 working days of receiving your complaint.

If we cannot provide a full response within this period because the matter requires further investigation, we will let you know, explain that the investigation is continuing and provide an update on when we expect to respond.

Our response will explain the outcome of our investigation and, where appropriate, any action we propose to take.

5. If You Are Not Satisfied

If you are unhappy with our response, please let us know.

You can ask for your complaint to be reviewed by a senior member of Ace FX who was not responsible for the original decision, where reasonably practicable.

We will consider any additional information you provide and review the complaint before giving you our final position.

Depending on the service concerned, you may also have rights to refer a complaint to an external provider, dispute resolution service, regulator or other body.

If such a right applies to your complaint, we will provide the appropriate information in our response.

Nothing in this Complaints Policy affects any legal rights you may have.

6. Third-Party Services

Some services promoted or introduced through Ace FX are provided by separate companies.

Home Delivery

Home Delivery is provided and fulfilled by a third-party provider.

Complaints concerning the Home Delivery provider’s service, customer verification, payment processing, delivery or other aspects of its service may need to be made directly to that provider under its own complaints procedure.

If your complaint concerns something Ace FX has done, you can still contact us and we will investigate the part of the complaint for which we are responsible.

International Payments

International payment services are provided by Moneycorp.

If your complaint relates to a Moneycorp account or an international payment provided by Moneycorp, the complaint will normally be dealt with under Moneycorp’s complaints procedure.

If your complaint relates to Ace FX’s own actions or service, you can complain directly to us.

7. How We Use Information About Complaints

We keep appropriate records of complaints and their outcomes.

Information provided as part of a complaint may be used to:

  • Investigate and respond to the complaint
  • Verify relevant transactions
  • Prevent fraud and financial crime
  • Meet legal and regulatory obligations
  • Establish, exercise or defend legal claims
  • Help us identify areas where our service can be improved

Personal information will be handled in accordance with our Privacy & GDPR Policy.

8. Our Commitment

We aim to:

  • Make it straightforward to complain
  • Treat you fairly and respectfully
  • Investigate complaints objectively
  • Keep you informed where an investigation takes longer than expected
  • Explain our decision clearly
  • Take appropriate action where we have made a mistake
  • Learn from complaints and use them to improve our services

Making a complaint will not affect how you are treated by Ace FX in the future.

9. Contact Us

For complaints or questions about our complaints process, please contact:

Ace FX Limited
Unit 8B
16–19 Canada Place
Canary Wharf
London
E14 5EQ


Company Registration Number: 06748933
HMRC Money Service Business Registration Number (MSB): XQML00000117279