At Flux Financial Group, we are committed to providing a transparent, fair, and professional service to all traders and clients.
We take complaints seriously and aim to resolve any issues quickly, efficiently, and with respect.
This Complaint Policy outlines how you can raise concerns and how we handle them.
The purpose of this policy is to:
Ensure all complaints are handled fairly, consistently, and promptly.
Give clients a clear process for raising issues.
Use feedback to continuously improve our services.
A complaint is any written or verbal expression of dissatisfaction related to:
Our funding programs, rules, or evaluation process.
Payments, profit withdrawals, or account actions.
Customer support experience or service delays.
Technical issues affecting trading accounts or access.
If you are unhappy with any aspect of our service, please contact us using one of the following methods:
📧 Email: complaints@fluxfinancialgroup.com
🌍 Website Contact Form: www.fluxfinancialgroup.com/contact
📄 Subject Line: “Formal Complaint – [Your Full Name & Account ID]”
When submitting a complaint, please include:
Your full name and registered email address.
Account ID or reference number.
A detailed description of the issue.
Any relevant evidence (e.g., screenshots, emails, transaction records).
Our complaint resolution process follows three key stages:
Stage 1: Acknowledgement
We will acknowledge receipt of your complaint within 24–48 hours (business days).
You will receive a reference number for tracking your case.
Stage 2: Investigation
Your complaint will be reviewed by a qualified support or compliance officer who was not directly involved in the issue.
We may contact you for additional information during this process.
Investigation is typically completed within 7–10 business days.
Stage 3: Resolution & Response
Once reviewed, we will provide a clear written response explaining:
The findings of our investigation.
Any corrective actions taken.
Your available options if you remain dissatisfied.
If the matter requires more time (e.g., due to third-party involvement), we will inform you and provide an updated timeline.
If you are not satisfied with the outcome, you may request an independent review by emailing:
📧 escalations@fluxfinancialgroup.com
An internal compliance manager will reassess your case and issue a final decision within 10 business days.
We treat every client with respect, fairness, and confidentiality.
We do not discriminate against anyone for raising a complaint.
We record all complaints to help us identify patterns and improve our operations.
All complaint details are kept strictly confidential.
Information is shared only with staff or third parties directly involved in resolving the issue.
Flux Financial Group values client feedback.
Every complaint helps us identify areas for improvement and maintain our reputation as a transparent and trustworthy proprietary trading firm.
For all complaint-related matters, contact:
📧 complaints@fluxfinancialgroup.com
🌍 www.fluxfinancialgroup.com
