We welcome your feedback. If you have any ideas for improving our service, please let us know. Whether it’s a suggestion, a compliment, or a complaint, your feedback is crucial to improving our products and services.

For assistance, please contact our 24/7 online customer service or email us your feedback directly at mkt@goldfiremarket.com

Making a Suggestion

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

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

1. Gather Documentation

2. Contact the Dealing Office regarding current transactions; contact Customer Service regarding 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 supporting documentation related to your complaint, identify the questions you would like us to answer, and identify the decision you believe we should make.

Then, if the issue involves current or recent transactions, contact the Dealing Office directly. Please remember that contacting us as soon as possible gives us the opportunity to resolve your issue as quickly and easily as possible. If the issue involves a previous transaction, contacting our Customer Service Officer may be the best approach. Our staff will thoroughly review the situation and resolve any issues promptly, wherever possible.

If the issue remains unresolved or unsatisfactory 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 officer who will investigate your complaint. Rest assured, this officer will be given the necessary authority to review your case.

If the issue cannot be resolved, you may consider raising the matter with the Head of Compliance, Internal Audit, and Risk Management. This officer 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 business days. However, some complex matters may take longer. If this is the case, we will keep you updated on our progress.