Complaint Process

Nexus Global Complaint Procedure (BFMI)
For International Clients

It is important that we hear any concerns you have regarding the services we offer. Should you have a complaint we ask that you inform Nexus Global Head Office in the first instance. Head Office will then review and make contact with the relevant office. If you have already spoken to someone regarding your complaint, please include their name in your correspondence as this will assist in your complaint being answered more promptly.
Nexus Global operates a formal complaints handling procedure. A client’s complaint will be acknowledged promptly and we will try to resolve the problem within eight weeks of the client notifying us of their complaint. If you do not feel that your complaint has been resolved satisfactorily by Nexus Global, you may refer the matter to the Financial Services Commission, P.O. Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar. It is useful for the FSC to be aware of complaints against firms it supervises. The FSC has no statutory powers to neither undertake the role of an ombudsman in respect of complaints nor act as arbitrator in commercial disputes

Complaints can be emailed to:

complaints@nexus-global.net​

Or you can also write to:

Nexus Global
Waterport Place,
Floor 2 Unit 2.3
Europort Road,
Gibraltar GX11 1AA

Download complaint form here:

Nexus Global Complaint Procedure (BFM UK)
For UK Clients

Main contact for complaints: The Compliance Officer

Contact details: Fetcham Park House, Lower Road, Fetcham, Leatherhead, Surrey, UK, KT22 9HD

We take care to maintain high standards of service. Where we become aware of client concerns or unease we give priority to resolving the matter as quickly as possible and that your concerns are handled fairly and within reasonable timescales.

Upon receipt of a complaint, we’ll do all we can to resolve your concerns within three business days, and confirm this to you in writing. If we cannot do this, we’ll write to you, normally within three business days to acknowledge your complaint and to let you know when we expect to be able to issue a full response.

A senior person who, where possible is independent of the case, will investigate your complaint. You’ll be given their name and contact details.

When acknowledging your complaint we’ll set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you if further information is required. We’ll keep you informed of the progress of the complaint investigation.

After eight weeks, if a final response letter has not already been sent to you, you’ll receive:

  • A final response letter detailing our conclusions and resolution to the complaint. This letter will also confirm that if you remain dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our final response letter, otherwise you would lose this referral right. A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied. You may also be able to take civil action.

OR

  • A response that we are still not in a position to make a final response, giving the reasons for the further delay and indicating when we expect to be able to provide a final response. We’ll also inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay. A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied.

Where your complaint relates to the administration or management of an occupational or personal pension, we may also be able to refer your complaint to the Pensions Ombudsman (TPO) in addition to the FOS. Where appropriate, we’ll provide you with the relevant contact details.

Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We will however, pursue information on a regular basis.

In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we’ll carry out the following action:

  • We’ll write to the firm concerned, explaining that we believe the complaint in question to be theirs, and suggesting that they contact you directly.
  • We’ll enclose a copy of your original complaint letter.
  • We’ll write to you, giving contact details of the relevant firm, and invite you to get in touch with them directly. We’ll also provide you with a copy of the letter we send to the firm.
  • We’ll copy the new firm in on this letter.

Complaints can be emailed to:

ritchie.salkeld@blacktowerfm.com

Or you can also write to:

Fetcham Park House
Lower Road
Fetcham
Leatherhead
Surrey
KT22 9HD
UNITED KINGDOM

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