Complaints Process

Understand how complaints are managed at MAS Markets

At MAS Markets our clients are central to everything we do.  We strive to provide a high standard of service to all our clients on every occasion.  We recognise that we may not always be able to meet your expectations, however. 

In the unlikely event of you having any reason to feel dissatisfied with any aspect of our service, in the first instance you should contact our Client Services team on +44 208 61 62 303, email us on support@mas-markets.com.

If our Client Services team is unable to resolve your issue you may refer it as a complaint to our compliance department. You can submit your complaint by contacting us using the above details or via post using the following address:

Compliance Department

MAS Markets
131 Finsbury Pavement, London
EC2A 1NT

We have an established internal complaints procedure to ensure that your complaint is dealt with efficiently and by the correct person. We usually aim to resolve issues within 8 weeks following receipt of the complaint, but in the rare event that it is taking longer to resolve a complaint we will notify you of the anticipated timeframe before this date.  To help us investigate and resolve your complaint as quickly as possible and with minimum inconvenience to you, please make sure you give us as much information as possible, including;

• Full name of complainant, account name, address & client reference number / trading account number
• A clear description of the circumstances and time of occurrence the complaint is based on;
• Details of what you would like us to do to put it right;
• Identification numbers of relevant transaction orders and positions if necessary;
• Copies of relevant documents that would support the claim Contact information of where we can  contact you.

MAS Markets has the right to refrain from reviewing a complaint if the complaint:

• Does not comply significantly with the format requirements;
• Does not enable us to  identify the client’s identity;
• Does not include the basis of submitting a complaint.

Should the above occur, MAS Markets will inform you and request further information.  Upon receipt of the updated complaint, your complaint will be deemed as received on the most recent date.  

The compliance department will acknowledge receipt of complaint by email or to your registered address within 5 business days. An impartial review of the complaint will be conducted with a view to understanding what did or did not happen and, to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided within eight weeks of receiving the complaint.

In the unlikely event that you have not had an initial response from us within 5 business days or a final response within eight weeks – or if you are not satisfied with the outcome of your complaint, and you are eligible – you can request a review from the Financial Ombudsman Service which has been established to review eligible complaints that firms are unable to resolve.

The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Details of the Financial Ombudsman Service will be provided by the Compliance department in their final response to your complaint. Any reference to the Financial Ombudsman Service should take place within six months of the Compliance department’s final response letter, and you should also note that the Financial Ombudsman Service will not consider a complaint until we have had the opportunity to address the complaint.

The address of the Financial Ombudsman Service is:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

If a situation arises that is not covered by the customer agreement, we will resolve the matter on the basis of good faith and fairness and, where appropriate, by taking such action as is consistent with market practice.

If we are unable to resolve a dispute internally, you can choose to raise the complaint via the European Commission’s Online Dispute Resolution Platform, however it is likely that you will be referred to the FOS whose details are outlined above.