Complaints Handling Procedure
4.1 Our commitment. If you are dissatisfied with any aspect of our service, tell us. We will investigate properly and free of charge. Complaining does not affect your other legal rights.
A complaint is any expression of dissatisfaction about our service, whether or not it turns out to be justified. It does not have to use the word “complaint” and it does not have to be on a form. A general question, a request for information, or a loss caused by the market moving against you is not in itself a complaint – but if you are unhappy with how we handled any of those, that is, and we will treat it as one.
4.2 How to complain. Contact us by any of:
- Email: complaints@avexfx.com
- Complaint form: the contact form at https://avexfx.com/contact/
- Post: AvexFx, Business Bay, Dubai, or the registered address of the entity that holds your account as stated in your account agreement
Please include your full name, account number, contact details, what happened and when, the names of any staff involved, what you would like us to do, and copies of anything relevant. You may complain in English or Arabic, and we will reply in the language you wrote in. If you need help putting the complaint together, ask us and we will help you do it.
4.3 What happens next.
Stage | Timing |
|---|---|
We acknowledge in writing, with a reference number and the name of the person handling it | Within 5 business days of receipt |
We investigate, and may ask you for further information | Ongoing |
We send a holding response if we cannot resolve it in time | Within 5 business days, with a unique complaint reference number to quote in all later contact |
We send our final response in writing, with our decision and our reasoning | Within 2 months of receipt. Where a delay is unavoidable we will explain it and reply within three months at the latest |
4.4 Our final response will state our decision, explain how we reached it, set out any remedy offered, and tell you what you can do if you remain dissatisfied, including the escalation routes below and the time limit for using them.
4.5 If you are not satisfied. The route depends on which entity holds your account – check your account agreement.
- If your account is held by our CySEC-regulated entity: the Financial Ombudsman of the Republic of Cyprus, within four months of our final response – 13 Lord Byron Avenue, 1096 Nicosia, telephone +357 22848900, financialombudsman.gov.cy. You may also complain to CySEC directly, though CySEC does not award compensation to individuals.
- If your account is held by our Seychelles FSA-regulated entity: the Financial Services Authority of Seychelles, fsaseychelles.sc.
- If your account is held by our Mauritius FSC-licensed entity: the Financial Services Commission of Mauritius, fscmauritius.org. The Office of Ombudsperson for Financial Services may also consider your complaint and can award compensation.
Escalating to an ombudsman or regulator is free. You may also take legal action; using the complaints process does not remove that right.
4.6 Records and reporting. We record every complaint, the investigation and the outcome, and retain the file for at least five years from the date of the final response. We report complaints data to our regulators at the frequency each requires, and we review volumes and root causes internally at least quarterly.
4.7 Learning from complaints. Complaints are reviewed periodically by compliance, which reports annually to the board to identify recurring problems and fix their causes, not only the individual case.
4.8 Contact of last resort. If you are unsure who to contact, write to complaints@avexfx.com and we will direct your complaint to the correct entity. Last reviewed 21 September 2026.
