Complaints policy

To submit a complaint, please email complaints@lucidfinancialmarkets.com with the relevant details. Clearly explain the issue, providing supporting documents and information to help us understand the problem.

Response Timeframe

We prioritise complaint resolutions and aim to respond within 1-2 business days.  

Essential Complaint Details

Please include the following in your email so we can best address your concerns:  

- Name, company (if applicable),email address for contact purposes
- Clear description of the complaint and pertinent background  
- Date and time when the incident occurred or was noticed
- Any substantiating documents, screenshots, evidence  
- The resolution you seek for the issue

Review Process and Communication  

We thoroughly investigate each complaint and provide a comprehensive response in line with our commitment to timely complaint resolution. Our reply will address your specific concerns and suggest options to resolve the matter where feasible.  

The business will endeavor to answer the clients complaint within 15 business days following receipt of the complaint. However, in exceptional circumstances we may be required to perform additional investigations into your complaint. In these circumstances we will issue a holding response within 15 business day sand a final response will be issued to the client no later than 35 business days after the complaint has been received.

Elevating Issues to the Financial Ombudsman  

If you remain dissatisfied with our proposed resolution, you can escalate your complaint to the UK's Financial Ombudsman Service. As an independent organization, they     impartially facilitate dispute resolution between consumers and financial     companies. You can contact them online at www.financial-ombudsman.org.uk or by calling 0800 023 4567. The Ombudsman will review your case and pursue a fair outcome. 
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‍Lucid Financial Markets is your first port of call for any queries or concerns, including complaints. We will handle these complaints inline with our complaints process.

We work with e-money and payments institution partners in providing you withour service, namely Currencycloud, Equals Connect.

These counterparties provide you with spot/forward tradingfacilities

These partners have certain obligations as regulated financial servicesinstitutions, including around complaints.

Lucid Financial Markets keeps them informed of the complaints we receive fromyou regarding the regulated payments and e-money services they ultimatelyprovide to you. They oversee how we handle complaints to ensure we do this tothe standard required under the regulations.

However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here, and Equals Connect’s can be found here.