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Complaints Handling Procedure

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Our Commitment to You

At Arvo Fx, we are dedicated to providing our clients with the highest level of service. However, we understand that there may be occasions when you feel we have not met your expectations. This document outlines our formal Complaints Handling Procedure, which is designed to be fair, transparent, and efficient in resolving any issues you may have.

What Constitutes a Complaint?

For the purpose of this procedure, a "complaint" is any expression of dissatisfaction, whether oral or written, from a client concerning the provision of investment or ancillary services by Arvo Fx.

The Complaints Procedure: A Step-by-Step Guide

  1. Step 1: Initial Contact with Customer Support

    In the first instance, we encourage you to contact our Customer Support team with the details of your issue. Many concerns can be resolved quickly and informally at this stage. Please provide your name, account number, and a clear description of your concern.

    Email: support@arvofx.com
    Phone: [Your Support Phone Number]

  2. Step 2: Submitting a Formal Complaint

    If you are not satisfied with the initial response, you may submit a formal complaint in writing to our Compliance Department. This ensures your complaint is officially logged and thoroughly investigated. To help us investigate efficiently, please include the following information:

    Required Information:

    • Your full name and trading account number.
    • A detailed description of your complaint, including dates and times.
    • The trade ID numbers or any other relevant transaction details.
    • The outcome you are seeking to resolve your complaint.

    Submit to: support@arvofx.com or via post to our registered office address.

  3. Step 3: Our Investigation and Response

    Upon receiving your formal complaint, our Compliance Department will:

    1. Acknowledge Receipt: We will send you a written acknowledgement of your complaint within five (5) business days.
    2. Conduct a Full Investigation: A dedicated compliance officer, who was not involved in the subject of the complaint, will conduct an impartial review of your case.
    3. Provide a Final Response: We will provide you with a written "Final Response" detailing our findings and our decision. We aim to do this within eight (8) weeks of receiving the formal complaint.

  4. Step 4: Independent External Review

    If, after receiving our Final Response, you remain unsatisfied with the outcome, you may have the right to refer your complaint to an independent external dispute resolution body.

    The relevant body for Arvo Fx clients is the U.S. government agency dispute resolution for futures, forex, and swaps.. They provide a free and impartial service for resolving disputes between consumers and financial services firms.

    You can find more information on their services at: https://www.cftc.gov/LawRegulation/ReparationsProgram/index.htm

Record Keeping

We maintain a comprehensive record of all complaints received and the measures taken for their resolution. This information is used for regulatory reporting and to continuously improve our services.