FAQ SECTION

faq section
Q.
IS MY MONEY SAFE?
A.

Ensuring the safety of client funds is of paramount importance to us and we segregate and safeguard our client funds in accordance with the regulations. Our FCA Registration Number is 581992. Integral FX LLP is supervised by Her Majesty’s Revenue and Customs (HMRC) as a Money Services Business and is subject to the UK’s anti money laundering regime. Our HMRC registration number is 12189141.

Q.
WHAT CURRENCIES CAN I TRANSACT WITH YOU?
A.

Aston Currency Management is capable of transacting all of the majors currencies, such as EUR, USD, GBP and other G20 currencies. Please contact a member of the Aston Currency Management team to discuss your requirements in more detail.

Q.
IS THERE A MINIMUM AMOUNT I CAN TRANSACT?
A.

Aston Currency Management has a minimum transaction value of £5,000 but for clients that have occasional, smaller payments, we can be flexible to their needs. There is no upper limit to the value of transactions you can undertake with Aston Currency Management, subject to market liquidity in any given currency.

Q.
IS IT A COMPLICATED PROCESS TO DEAL WITH ASTON?
A.

All of our processes and systems have been set up with you, the client, in mind. Once your trading facility has been set up, in most cases, you can trade on the same day. We want to make the process as ‘hassle free’ as possible and we will take you through step by step before any trade is placed so you have a complete grasp of the processes.

Q.
WHY IS ASTON CURRENCY MANAGEMENT BETTER THAN MY BANK?
A.

To the bank you are another account number and may invariably be treated as if you have no real understanding of foreign currency exchange rates or spreads. Although you may be transacting considerable amounts, you will find you are not receiving competitive rates of exchange. Detailed analysis and overt charges may not be easily available from the bank to allow you to make an informed decision on your transactions. Aston Currency Management strives to improve all of these factors for you. To us you are the very reason we exist. Our service delivery, pricing and execution should reflect that.

Q.
IS MY DATA SECURE ON YOUR WEBSITE / SERVERS?
A.

We encrypt all data transmitted between your browser and our web server. The level of encryption is dependent on your browser and security preferences. If you are using a modern, up to date browser you will be connected over TLS 1.2. We only collect Personal data (names, addresses etc)through our account application forms. Data that is collected is stored securely on an encrypted server linked to our website.

Q.
QUERIES & COMPLAINTS
A.

Our aim is to provide a high level of service to all of our clients all of the time. We value feedback of all kinds from our clients and use it to enhance our products and services. We appreciate that from time to time things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.

If you have a query

If you have a query regarding your account or your dealings with Aston Currency Management, you should initially notify the Operations team as soon as reasonably practicable by;

E-mail to operations@astoncm.com

Telephone on +44 (0) 207 493 5555

Our Operations team will determine whether the query can be resolved immediately or will require further investigation. Most queries can be resolved immediately or within 24 hours. If your query requires further investigation, we will contact you within 5 business days of the initial query to advise you of the outcome.

 

How to make a complaint

Where the initial query is not resolved to your satisfaction or if you wish to make a complaint, you should notify our Complaints Team by:

 

E-mail at complaints@astoncm.com or

 

Writing to:

The Compliance Officer

Aston Currency Management

City Tower

40 Basinghall St

London

EC2V 5DE.

United Kingdom

 

We will acknowledge your complaint promptly and inform you who is dealing with it. Your complaint will be handled by someone who was not directly involved with the subject of the complaint.

 

What Happens Next?

We aim to resolve your complaint and inform you of the outcome as soon as possible. If we are unable to respond to your complaint within 3 business days of receiving it, we will update you on the status of your complaint until such time as our investigation is complete. If we are unable to provide you with a final response to your complaint within 15 business days of receiving it, we will contact you in writing to:

Explain why we are not in a position to issue a final response to your complaint and to provide an indication of when we expect to be able to provide one (this must be within 35 business days of you first referring your complaint to us).

inform you whether you qualify to be able to refer your complaint to the Financial Ombudsman Service (“FOS”); and

Provide you with a copy of the FOS explanatory leaflet and contact details for FOS.

In investigating your complaint, we will consider the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from our regulator, the Financial Conduct Authority (“FCA”), and from FOS. When we write to you with our final response, We will set out the outcome of your complaint and the supporting reasons for our decision including details of how we have calculated any redress offered to you.

As explained above we will also inform you whether you can refer your complaint to FOS if you remain dissatisfied and provide a copy/link of the FOS explanatory leaflet. If you wish FOS to consider your complaint, you will usually need to refer it to them within six months of the date of our final response.

You can access a copy of the FOS explanatory leaflet at the following link: http://www.fos.org.uk/publications/consumer-leaflet.htm

Please note that Aston Currency Management does not subscribe to an Alternative Dispute Resolution service for those clients who are not eligible to use FOS.

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