If you feel we have not met your expectations, we value your feedback so we can put things right and make improvements.

Making a complaint

If you would like to make a complaint, please get in touch and we will investigate your concerns.

How to get in touch with us:

Email: Please email us at
Live Chat:
Click on the live chat icon on the homepage of the website
Log in via the APP, select ‘more’ followed by ‘help’
01244 572316
If you prefer, you can write to us at: FairFX, 3rd Floor, Vintners’ Place, 68 Upper Thames Street, London, EC4V 3BJ

Opening hours

Live chat is open:
Monday to Friday 9:00am - 5:00pm
(closed Saturday and Sunday)
Responded to 7 days per week, 365 days per year (8.30am - 5:00pm)

What happens next:

We will be in touch within 3 business days and will try to resolve your complaint. If we are unable to do this in this timeframe, please note we're typically allowed up to 15 business days (or in some cases up to 8 weeks) to investigate your complaint and provide our 'final response'.

If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter. 

Financial Ombudsman Service Details

Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0800 0234567