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About USForex
Complaints Policy
Procedure
If you are a client of USFOREX Inc. (“USForex”), a Delaware Corporation, at 49 Stevenson Street, 13th Floor, San Francisco, CA, USA, 94105 any complaint or dispute between us must be dealt with in accordance with the following dispute resolution procedure.
If the complaint or dispute cannot be resolved internally by us in accordance with the internal complaints handling procedure set out below, you may refer the matter to the relevant State Banking Department in your state of residence for determination. If you are based in the State of Texas, you may refer the matter to the Texas Department of Banking for determination.
Internal Complaints Handling Procedure
1. Should you have reason to complain, then it is important that you first advise your usual contact in our office. If they are not available, any of our dealers or back-office staff will be pleased to help, so please ask to speak to any of our representatives.
2. If your complaint is not quickly resolved to your satisfaction, you will be advised to refer the matter to our Compliance Officer, in writing, in order for them to conduct their own investigation (complaints@usforex.com). The Compliance Officer will investigate the matter fully and provide you with a written response.
3. We are committed to resolving complaints through our internal complaints procedure.
Please contact the Customer Support Services Department on 1 (888) 288 7354 for more information on how complaints are handled by USForex internally.
Dispute Resolution Scheme
If you are unhappy with the decision of our Complaints Manager or the dispute cannot be resolved under our internal complaints handling procedure, you may formally submit the dispute to the State Banking Department in your state of residence, of which USForex Inc., is a registered money transmitter licensee (MSB), for determination.
Their contact details can be found on the licensee page of this website.
Please note if the matter is in litigation or if a court has made a ruling, the relevant State’s Banking Department will not intervene.
Dispute Resolution Scheme - Texas
If you are based in the State of Texas and you are unhappy with the decision of our Complaints Manager or the dispute cannot be resolved under our internal complaints handling procedure, you may then formally submit the dispute to the Texas Department of Banking of which we are a registered money services business licensee (MSB) for the purposes of Chapter 151 of the Texas Finance Code, for determination.
Their contact details are:
Texas Department of Banking
Special Audits Division
2601 N. Lamar Blvd.
Austin, Texas 78705-4294
USA
Email: msb@dob.texas.gov
Web site: http://www.banking.state.tx.us/sa/ccsa.htm
Telephone: (Toll Free) +1 (877) 276-5554
Our Right to Recover Debts
The above internal and external dispute resolution procedures do not apply to money that you may owe us. We may take immediate action to recover any debts payable to us in court.
Política de Presentación de Quejas Para Clientes Que Residen en Texas
Procedimiento
Si usted es cliente de USFOREX Inc., una empresa de Delaware, con domicilio en 1220 N. Market Street, Suite 808, Wilmington, Delaware, 19801, EE. UU., y reside en el estado de Texas, cualquier queja o disputa entre nosotros debería tratarse de acuerdo con el siguiente procedimiento para resolución de disputas.
Si nosotros no podemos resolver internamente la queja o disputa a través del proceso de manejo de disputas de la empresa, el cual se explica a continuación, usted podrá presentar la cuestión ante el Departamento Bancario de Texas para que dicha entidad tome una decisión al respecto.
Procedimiento interno de manejo de quejas
1. En caso de que usted tenga un motivo para queja, es importante que primero se comunique con la oficina con la que usualmente trabaja. En caso de que no estén disponibles, cualquiera de nuestros corredores o personal administrativo interno podrá ayudarlo, de manera que no dude en pedir que uno de nuestros representantes lo atienda.
2. Si su queja no es resuelta rápidamente a su satisfacción, se le darán instrucciones para que refiera la cuestión por escrito a nuestro Gerente de Cumplimiento, a los efectos de que su departamento pueda llevar a cabo su propia investigación (complaints@usforex.com). El gerente de cumplimiento investigará la cuestión de forma exhaustiva, y le enviará una respuesta por escrito.
3. Estamos comprometidos a resolver todas las quejas a través de nuestro procedimiento interno para manejo de quejas.
Por favor, comuníquese con el Departamento de Atención al Cliente de USFOREX al 1 (888) 288 7354 (número gratuito) si desea más información sobre la forma en que USForex maneja las quejas internamente.
Procedimiento de resolución de disputas
En caso de que no esté satisfecho con la decisión que nuestro Gerente de Cumplimiento haya tomado, o si la disputa no puede resolverse a través de nuestro procedimiento interno de manejo de quejas, podrá presentar formalmente la disputa para resolución ante el Departamento Bancario de Texas, institución ante la cual estamos registrados como empresa de servicios financieros autorizada (MSB, sigla en inglés) en conformidad con el Capítulo 151 del Código Financiero de Texas.
La información de contacto es:
Texas Department of Banking
Special Audits Division
2601 N. Lamar Blvd.
Austin, Texas 78705-4294
United States of America
Correo electrónico: msb@dob.texas.gov
Internet: http://www.banking.state.tx.us/sa/ccsa.htm
Teléfono (gratuito) +1 (877) 276-5554
