Complaints Procedure

Set out below are the procedures we, Agora Financial UK Ltd, follow when we receive a complaint about products and services provided by us, where those products and services are regulated by the Financial Conduct Authority (“Regulated Complaints”). If a Regulated Complaint is not resolved, a complainant may be entitled to refer it to the Financial Ombudsman Service.

For the purposes of these procedures, a complaint is any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about our provision of, or failure to provide, one of our regulated products or services and which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.

How we handle and seek to resolve Regulated Complaints

When a complaint has been received we will send the complainant a written acknowledgement confirming we have received the complaint and that we are dealing with it. We will then:

  • investigate the complaint;
  • assess, taking into account all relevant factors:
    • the subject matter of the complaint;
    • whether the complaint should be upheld; and
    • what remedial action or redress (or both) may be appropriate.
  • offer redress or remedial action if we decide it is appropriate and explain to the complainant our assessment of the complaint, our decision on it and any offer or remedial action or redress.

We aim to resolve complaints at the earliest possible opportunity. If the complaint, or the issues raised by it, is straightforward, we aim to resolve the complaint by close of business on the business day following receipt.

If we haven’t resolved the complaint by close of business the next day, we will keep the complainant informed of the progress of the measures being taken to resolve the complaint.

By the end of eight weeks after receipt of the complaint, we will either send a final response which offers the complainant redress or remedial action, or a response which:

  • explains why the Company is not in a position to make a final response, and which indicates when the complainant can expect to receive a final response; or
  • is a final response which rejects the complaint, giving reasons for doing so

In these latter two case, we will inform the complainant that they may now refer the complaint to the Financial Ombudsman Service and we will enclose a copy of the Financial Ombudsman Service’s leaflet.

At this stage, if the complainant remains dissatisfied with our response, they may refer their complaint to the Financial Ombudsman Service. If they do wish to refer their complaint, they must do so within six months.

The six month time limit within which a complainant must refer a complaint to the Financial Ombudsman Service begins at the date when the final response is sent by us.

Other complaints:

Complaints concerning products and services not regulated by the Financial Conduct Authority will be dealt with in a manner which is timely and fair.