Customer Charter

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standards - Customer Charter

Standards of Service

Our commitment to you

What we aim to do for you

We aim to give you a professional, efficient and personal service.

To achieve this we promise the following:

  • We will deliver sales and support requests promptly, and offer you advice on how to use the FXMCSM software.
  • We aim to keep confidential records for all your communications that we have provided to you.
  • We may use the sales and support records for the services we have provided to you to suggest ways we can help you gain better use of the FXMCSM software, to provide relevant information to you and to help you manage any software related problems you may have.
  • We will not use your personal information in any other way except where we have your consent.
  • If you want more detail of the information that we hold and your right to see it or to obtain a copy of that information please contact the Data Controller, David V Dawkins at 60, Tinney Drive, Truro, Cornwall, TR1 1AQ.
  • If you are unhappy
    There may be times when our service may not meet your expectations. To improve our service, we welcome and value your comments, even your complaints.

    How to complain
    If you feel that the sales/support teams can resolve your complaint, please speak directly to them.
    Or, you may want to tell the management by writing to the Director, David V Dawkins, at 60, Tinney Drive, Truro, Cornwall, TR1 1AQ, UK.

    You must raise the complaint within:

  • 12 months of the incident, or
  • 12 months of discovering the problem, as long as this is within 12 months of the actual incident.
  • However you make your complaint we aim to:

  • Acknowledge your complaint within 2 working days of receiving it; and
  • Resolve or explain the issue within 20 working days.
  • Our aim is to:

  • Find out what caused your concerns and why; and
  • Apologise if we are at fault; take whatever action is necessary to prevent a repeat of what caused the complaint in the first place.
  • What you should do to help us provide our Customer Charter

    To help us give you the best advice, our sales/support teams needs to know as much as possible about your software problems. You should offer as much information as you can - even if you think it might not be important.

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