Complaints Procedure
We aim to deliver service that never needs a complaint. When something falls short, this is how to tell us — and what we commit to doing about it.
§ 01Our commitment
Every complaint is acknowledged, investigated by someone not involved in the original matter, and resolved with a written outcome. We treat complaints as a primary source of improvement, not as problems to deflect.
§ 02How to complain
The fastest path is to contact your dedicated principal directly. If you would rather raise the issue formally, write to:
Brandex Global Ltd
Attn: Head of Client Services
12b Sun Street, Waltham Abbey, Essex
EN9 1EE, United Kingdom
Email: complaints@brandexbrokers.com
Please include your name, mandate reference (if applicable), a description of the issue, relevant dates, and the outcome you would like to see.
§ 03Our response timeline
| Stage | Timeline |
|---|---|
| Written acknowledgement | Within 2 business days |
| Initial investigation and update | Within 10 business days |
| Final written response | Within 30 business days |
| If a full response takes longer | We write to you explaining why and give a revised date — no longer than 8 weeks from initial receipt |
§ 04If you are still unhappy
If our final response does not resolve the matter, you may be able to escalate, depending on the nature of the complaint:
- Data-protection complaints — Information Commissioner’s Office (ico.org.uk)
- Commercial disputes — may be referred to mediation via the Centre for Effective Dispute Resolution (CEDR) before issuing court proceedings
- Jurisdiction — these terms are governed by English law; matters not resolved otherwise fall under the English courts
Brandex is not authorised by the FCA and is therefore not within the jurisdiction of the Financial Ombudsman Service.
§ 05Learning from complaints
We review every complaint quarterly and adjust process, training, or documentation where systemic issues are identified. Clients of active mandates are notified directly where any change materially affects their engagement.