How can I make a complaint?

Axi defines a complaint as “an expression of dissatisfaction made to us by clients, related to our trading products or services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.

How to make a complaint via email

We may ask you to provide details to us in writing. This includes specifying the nature of the complaint, providing us with specific details, and the desired outcome or action you wish Axi to take to settle the complaint to your satisfaction. We may ask you to provide relevant material to support the complaint; doing this will help us respond efficiently.

You can contact our Client Services team through chat, email, or contact us by phone. Please refer to our Complaints Handling Policy for more details.

Complaints handling policy

Investigation

On receipt of your complaint our staff will discuss the issue with you and, if required, will complete an investigation.

Our internal procedures allow us up to 14 days to deal with a complaint. If we are unable to resolve the complaint within 14 days, we will:

(a) inform you of the reasons for the delay;

(b) provide you with updates on the progress of the complaint, and

(c) specify a date when a decision can be expected.

We would expect that in most cases the above process would deal with the matter fully and to your satisfaction.

If the dispute cannot be resolved to the client's satisfaction, the client can contact the external complaint handling body.