European complaints policy
Global Reach Group is committed to providing top-rated products and services and we encourage feedback from anyone that has come into contact with our business so that we can continue to improve and progress at this level. We understand that everything might not always go as smoothly as we hope, but to make sure we can correct this as soon as possible we have provided the following guidance on how to forward a complaint and what steps to follow by Global Reach Group you can expect in order to reach a resolution.
Communicating a complaint
If you are a client of Global Reach FX B.V. or Global Reach Markets B.V., you can contact your designated Account Manager directly, either by phone or by email. Alternatively, please email [email protected].
When should you expect a response?
Our office hours are Monday to Friday, h. 09:00 – 18:00 (CET), and you should expect a response to your initial enquiry within 3 business days. According to Global Reach FX B.V. regulatory supervision, we have 15 working days to investigate your complaint and work with you to reach a suitable resolution. Any complaint received by a Global Reach Markets B.V. client will be investigated and a suitable resolution reached within 8 weeks, in accordance with its regulatory supervision.
Regardless of the complexity of the complaint, we aim to complete the following steps during the resolution process:
1. Personal contact – Within our first communication with you, we will confirm who you should contact for further information on your complaint and how to reach them.
2. Incident summary – After any investigation has taken place into your query, you will be provided with a complete breakdown of what has been reviewed and any conclusions that have been reached.
3. Final response – You will be provided with a closing response confirming our position on your complaint case. We hope to come to a resolution with all our complainants, but if this has not been achievable, we will refer you to the Netherlands Institute for Financial Disputes (KiFID).
Escalating a Complaint
If you remain dissatisfied with our response to your complaint query, you may be eligible to approach the Netherlands Institute for Financial Disputes (KiFID). The KiFID is a free, government established service that helps to settle disputes between consumers and Netherlands-based financial services firms. A complaint must follow Global Reach Group’s internal complaints procedure first, before the KiFID will hear your complaint.
The contact details of KiFID are:
Email: [email protected]
Tel. +31 (0)70 333 8 999
Due to our regulatory obligations, we must keep a record of each complaint received and the measures taken for its resolution and retain that record for a minimum of three years from the date the complaint was received.
Our policies are also available in PDF format, please mail [email protected] to request the one you’d like.