Complaint Process-Universal Liquidity
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Thank you for choosing Universal Liquidity. We are committed to providing our clients the highest level of service and support. If you have any concerns or dissatisfaction with our services, we have a clear and straightforward process to address your complaints.
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Step 1: Contact Client Services
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In the first instance, please get in touch with our Client Services team to discuss your concerns. They are available to assist you and resolve any issues you may have.
Our Client Services team will endeavour to resolve your complaint promptly and efficiently. If your issue cannot be resolved at this level, you may proceed to the next step.
Step 2: Submit a Formal Complaint
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If you are not satisfied with the response from Client Services, you may submit a formal complaint to our Compliance
Department. Please send your complaint to:
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Email: ceo@universalliquidity.com
When submitting your complaint, please include the following details:
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First Name and Surname
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Company Name
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Contact Information (Email and Phone Number)
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Trading Account Identification Number
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Description of the Circumstances and Time of Occurrence
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Identification Numbers of Relevant Transaction Orders and Positions (if necessary)
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Supporting Documents or Copies (if available)
Step 3: Complaint Review and Response
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Once your complaint is received, it will be logged and acknowledged within three business days. Our Compliance Department will conduct an impartial review of your complaint to understand the issue and assess whether we have met our obligations.
You will receive a full written response within eight weeks of receiving your complaint. This response will outline the findings of the investigation and any actions that will be taken to resolve the issue.
Step 4: Escalation to the Financial Ombudsman Service (for Professional Clients)
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If you are classified as a professional client and are not satisfied with the response from our Compliance Department, you may escalate your complaint to the Financial Ombudsman Service (FOS). Please note that you must do so within six months of receiving the final response from our Compliance Department.
The FOS is an independent organization that resolves disputes between financial institutions and their customers. Details of the FOS will be provided in the final response from our Compliance Department.
Important Notes
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Complaint Eligibility: We reserve the right to refrain from reviewing a complaint if it does not comply with the format requirements or if it does not enable us to identify the complainant's identity.
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Good Faith Resolution: In cases where the customer agreement does not cover the situation, we will resolve the matter based on good faith and fairness, consistent with market practice.
We value your feedback and are committed to addressing any concerns you may have. Thank you for your understanding and cooperation.
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Universal Liquidity
support@universalliquidity.com