We welcome your feedback. If you have any ideas for how we can improve our service, please let us know. Whether it is a suggestion, a compliment or a complaint, your feedback is key to improving our products and services.

For assistance, please contact our 24-hour online customer service or email us your feedback directly at
mkt@goldfiremarket.com

Make a Suggestion

We understand that even well-run organizations can make mistakes. If you have a complaint, please let us know and give us the opportunity to resolve the issue. We will investigate the complaint, answer your questions and do everything we can to restore your confidence in us.

To help us help you, we recommend that you follow a simple four-step process:

1. Gather the materials

2. Contact the Dealing Room for current transactions; contact Customer Service for previous transactions or other matters.

3. Transfer to a senior manager

4. Contact the Head of Compliance, Internal Audit and Risk Management

5. Gather all the supporting materials related to the complaint, think about the questions you want us to answer and how you think we should decide.

Then, if the problem involves current or recent transactions, contact the Dealing Room directly. Please remember that contacting us as soon as possible will give us the opportunity to assist you in resolving your issue in the simplest and quickest way possible. If the issue relates to a transaction that has occurred in the past, then contacting our Customer Service Officer may be the best approach. Our staff will review the situation thoroughly and resolve the issues as soon as possible.

If the issue has not been resolved or dealt with to your satisfaction at this stage, please ask the responsible officer to report the matter to their supervisor. We will provide you with the name and contact details of the responsible officer who will investigate your complaint. Rest assured that we will give the responsible officer the necessary powers to review your case.

If the issue cannot be resolved, then you may consider reporting it to the Head of Compliance, Internal Audit and Risk Management. This head will conduct an independent review and contact you directly.

Email Us

Email Us mkt@goldfiremarket.com

Head of Compliance, Internal Audit and Risk Management

Gold Fire Markets Ltd

We aim to resolve most matters within 15 working days. However, some complex matters may take longer to process. If this is the case, we will keep you updated on our progress.