Complaints Procedure
If for any reason you feel dissatisfied with any aspect of our service, in the first instance you should contact our client services team at europe@globalxetfs.com
The vast majority of complaints can be dealt with within three business days, and we will do everything we can to address your complaint within that time period and attempt to put things right as quickly as possible. If we are unable to resolve the matter, then we will let you know and treat your dissatisfaction as a formal complaint.
If we cannot resolve your complaint within three business days, and your complaint relates to the marketing of our funds, we will refer your complaint to Resolution Compliance Limited to complete and communicate the outcome of the investigation to you.
If we and/or Resolution Compliance Limited are unable to resolve your complaint to your satisfaction and you are an eligible complainant as defined by the Financial Conduct Authority (that is to say you are, an individual consumer, a micro-enterprise [a commercial enterprise which employs fewer than 10 people and has a turnover or annual balance sheet that does not exceed €2 million], a charity with an annual income of under £6.5 million, a trustee of a trust having a net asset value of under £5 million, a borrower under a consumer buy-to-let agreement, or a small business [an enterprise that has an annual turnover of less than £6.5 million and either employs fewer than 50 persons, or has an annual balance sheet total of less than £5 million]), then you may have recourse to the Financial Ombudsman Service.
Any reference to the Financial Ombudsman Service must take place within six months of our 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 full contact details of the Financial Ombudsman Service are:
Address:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Phone:
020 7964 1000 (switchboard)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)
0800 023 4 567
^Calls to this number are now free on mobile phones and landlines
0300 123 9 123
^Calls to this number cost no more than calls to 01 and 02 numbers