How do I make a complaint?
You are able to make a complaint by emailing firstname.lastname@example.org or by letter to Assetz Exchange Ltd, Assetz House, Manchester Green, 335 Styal Road, Manchester, M22 5LW, Please include the following information so that we can investigate your complaint as quickly as possible:
- Your name (as it appears on our system)
- Details of how we may best contact you
- What your complaint is about
- A description of what happened, and when
- Any losses you believe you may have suffered
- What you think we could do to put things right
We will acknowledge receipt of your complaint within five business days and attempt to resolve it as soon as possible. When we acknowledge receipt of your complaint we will provide a point of contact so that you are able to contact us during the investigation. We will also provide regular updates if we are unable to resolve your complaint immediately.
If we are unable to resolve your complaint within four weeks, we will provide an update to explain the delay in providing our final response. If we are unable to resolve your complaint within eight weeks – or if you are unhappy with our final response – you can refer your complaint to the Financial Ombudsman Service.
If you wish to refer your complaint to the Financial Ombudsman Service you must do so within six months of the date that our final response was issued.
Do I have to be over 18 to create an account?
Yes. Our terms & conditions state that investors must be over 18 years of age to use the platform.
I am a non-UK resident; can I invest with Assetz Exchange?
Yes. However, we will have to manually verify your identity and bank account. Please email a copy of your passport, a utility bill and a bank statement dated within the last 3 months which includes your name and address to email@example.com.
It is your responsibility to ensure that an investment through Assetz Exchange Ltd complies with and is permitted under the laws of your jurisdiction.
Do I need to hold a UK sterling bank account in order to invest with Assetz Exchange?
No. Investors can transfer funds to Assetz Exchange Client Money Account from an overseas account, but we will not be able to verify your bank account details automatically. Please send a scanned bank statement of the account from which you wish to deposit funds, dated within the last three months to firstname.lastname@example.org.