MEX Global Markets ('MEX') is committed to fair dealing and ensuring a high standard of service is maintained to our clients. We acknowledge that misunderstandings can occur occasionally, and we strive to resolve them right away. We value all feedback and consider them as opportunities to improve our services.
In the unlikely event you have any reason to be unsatisfied with our service, it is important that you first get in touch with our Client Services team at +65 6013 5970 or email us at [email protected]. Our client services team will decide whether your query can be handled immediately or if it will require further investigation. Most queries can be resolved at this stage; therefore, we encourage you to contact us immediately. If your query requires further investigation, we aim to contact you within five business days of the initial query to advise you of the outcome.
Please include your MEX Trading Account number, the relevant trade transaction information, and a thorough explanation of the facts surrounding the complaint to assist us in resolving your issues as promptly as possible. Please be aware that you must send emails from the email address listed on your MEX Trading Account if you are sending complaints via email.
If our Client Services team is unable to resolve the matter or you feel that their service has not met your expectations, you may direct your case to our Compliance Department at [email protected]. Please set out the complaint clearly and explain the reason for escalating to the Compliance Department.
Our Compliance Department will carry out an impartial review of the complaint constructively with a view to understanding what did or did not happen, and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. Where we are at fault, things are put right at the earliest opportunity.
If the Compliance Department is unable to provide you with a final response within these 14 business days, we will write to you the reason and advise you when to expect the final response.
To safeguard your interests, MEX Global Markets will not act on transactional instructions communicated through this channel. Our responses will not include specific account related information that may compromise your interests.
Should you remain dissatisfied following our final response, you may refer your case to the Financial Industry Disputes Resolution Centre Ltd (FIDReC). The FIDReC is an independent organisation that was established to resolve disputes between financial institutions and their customers.
Please note that FIDReC will not consider a complaint until MEX Global Markets have had the opportunity to respond to it, and any reference to FIDReC must be made within six months from the date of the final response from us.
Their contact details are as follows:
Financial Institutions Dispute Resolution Centre Ltd
36 Robinson Road, #15-01
City House
Singapore 068877
Tel: +65 6327 8878
Email:[email protected]
Further information can also be found at www.fidrec.com.sg.
