If you are dissatisfied with any aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manager who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.

Making a Complaint

If you are dissatisfied with the service provided by Indigo FX, you can make a complaint through one of the following methods:

Email

You can email us at co********@in******.uk with the details of your complaint.

Telephone

You can contact us on our phone number(s) listed below between 9:00 and 17:00 each Business Day:
020 7856 6248

Write to Us

Letters with the details of your complaint can be addressed to the complaints manager at:
Complaints
Indigo FX Ltd
12th Floor, 30 Crown Place
London
EC2A 4EB

What will happen when you complain?

Once Indigo FX receive your complaint, we will acknowledge in writing your complaint promptly within five business days confirming your complaint is being investigated.

Indigo FX expect to have a resolution to your complaint with a final decision provided in writing within fifteen business days of receipt of the complaint.

However, in exceptional circumstances Indigo FX may require additional time to review your complaint. Where this is the case Indigo FX will provide an update on your complaint within fifteen business days, the reason for the delay and confirm the deadline by which you will receive a final reply. If Indigo are unable resolve your complaint within thirty five business days, we will inform you of your right to raise this issue with the Financial Services Ombudsman.

Indigo FX commit to:

• Treat your complaint fairly and impartially
• Investigate and resolve any complaint as quickly as possible.
• If we have made a mistake, we will apologise and offer redress or remedial action wherever possible.
• If we reject your complaint, we will explain why it has been rejected and what options remain available to you.
• We will change the way we do things to avoid making the same mistake in the future

Please note, if you become aware of an unauthorised or incorrectly executed payment transaction, you must notify us without undue delay and no later than thirteen months after the date of the transaction. Complaints made after this time may not qualify for any redress under the Payments Services Regulations 2017.

Financial Ombudsman Service

If you are still not satisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service within six months of receiving the final response from Indigo FX. This is an independent service at no cost to you.

The Financial Ombudsman Service can be contacted at:
Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR
Phone: 020 7964 1400 or 080 0023 4567
Email: co************@fi*****************.uk
Website: www.financial-ombudsman.org.uk

Indigo FX will send you a copy of the Financial Ombudsman Service consumer information leaflet with our final response.