Our commitment to you
Before agreeing a transaction we will provide you with:
- A copy of our Terms & Conditions of Trade and our Trading Agreement
- Your unique Foremost Currency Group account code
- How much it will cost to send your money
- The exchange rate that will apply to your transaction
- Information on cancellation procedures and any charges that would be incurred
Upon completion of a transaction we will provide you with the following information in writing:
- A contract note with a unique transaction reference number for your payment
- Confirmation of the exact amount we are sending for you
- Confirmation of any costs you have paid to cover Telegraphic Transfer fees or Banking Receipts
- The exchange rate and currency you have secured
If you are unhappy with our service
We have established internal procedures for investigating any complaint made against us. We always aim to treat our customers fairly. If you have a complaint about the service you received you should contact our Compliance Officer by telephone or in writing (email or post).
This will allow us to review and resolve the issue. All relevant factors will be taken into account and we will investigate the complaint promptly, consistently and impartially. Contact details are stated in our Terms and Conditions of which you will have received a copy. We will keep you up to date with the progress of the complaint as and when required and our response will fully address the issue raised and, if appropriate, will offer redress.
The Financial Ombudsman Service state that businesses have eight weeks to resolve a complaint before they can become involved, but we will endeavour to resolve the matter in a shorter time period. If you are unhappy or not satisfied with our final response you may then take your complaint to the Financial Ombudsman Service. Call their consumer helpline on 0300 123 9123 or alternatively write to them at the following address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
The Financial Ombudsman Service is an independent body set up by parliament to settle individual complaints between consumers and businesses providing financial services and their service is free to consumers.