How to tell us you need extra support

You can contact us in whichever way is easiest for you. If you’re not sure what to ask for, that’s okay — tell us what you’re finding difficult and we’ll help.

Contact options:
• Email: compliance@indigofx.co.uk
• Phone: 0207 846 6248 (tell us a good time to call you back if preferred)

What support we can provide

Here are examples of the support we can offer. You can choose one or more, and you can change your mind at any time.

✓ Call-backs at a time that suits you
✓ More time to read information or make a decision (we won’t rush you)
✓ Slower-paced support and step-by-step explanations (we can repeat or rephrase things)
✓ A clear written summary by email (so you can refer back to it)
✓ Help understanding fees, rates, or timelines
✓ Alternative formats where possible (for example, larger text or a simplified summary)
✓ Support involving a trusted person (see the next section)

Note: We’ll always aim to support you in a way that is safe and appropriate, while still protecting your account.

Getting help from a trusted person

If you’d like someone you trust to help you communicate with us (for example a family member, friend, carer, or accountant), we can support this. For security, we may need your permission before we can discuss your account with them.

How to set this up (3 steps):
1) Email compliance@indigofx.co.uk with the trusted person’s name and your preferred contact number.

2) Tell us what you want them to help with (for example, explaining information, making sure you understand, or helping you make a complaint).

3) We’ll confirm the quickest way to record your permission and complete security checks.

Important note:
If you do not want a trusted person to have access to your account details, you can still ask them to support you while you speak to us directly.

If you want to make a complaint

If you’re unhappy with our service, you can complain at any time.

You can find our complaints process here:

https://indigofx.com/complaints/

If you need extra support to complain, tell us and we’ll make reasonable adjustments.

Other organisations that can help

Contact Details

Legal name: Indigo FX Ltd
Website domain: www.indigofx.com
Email: info@indigofx.co.uk
Phone: +44 (0)20 7846 6248
Address: One Canada Square, London, E14 5AA

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