MTFX Group Canadian Dealing Desk Telephone Number 1.800.832.5104 1.800.832.5104

MTFX Group U.S. Dealing Desk Telephone Number 1.855.663.6839 1.855.663.6839

Complaints Policy

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CUSTOMER COMPLAINTS POLICY

It is the policy of MTFX USA’s to deal promptly and professionally with any complaints it might receive from its clients, and to comply with all state and federal laws, regulations and guidelines in the process. MTFX USA’s customer complaints policy is outlined below and applies to each of the respective states in which MTFX USA conducts business.

If you are a client of MTFX USA at 2500 Plaza 5, 25th Floor, Harborside Financial Center, Jersey City, New Jersey, USA, 07311, any complaint or dispute between us must be dealt with in accordance with the following dispute resolution procedure.

If the complaint or dispute cannot be resolved internally by us in accordance with the internal complaints handling procedure set out below, you may refer the matter to the relevant State Banking Department in your state of residence for determination.

COMPLAINTS HANDLING PROCEDURE
  • Should you have reason to complain, then it is important that you first advise your usual contact in our office. If they are not available, any of our currency specialists will be pleased to help, so please ask to speak to any of our representatives.
  • If your complaint is not quickly resolved to your satisfaction, you will be advised to refer the matter to our Compliance Officer, in writing, in order for them to conduct their own investigation. The Compliance Officer will investigate the matter fully and provide you with a written response.
  • We are committed to resolving complaints through our internal complaints procedure.

Please contact the Customer Support Services Department at 1.855.663.6839 for more information on how complaints are handled by MTFX USA internally.

DISPUTE RESOLUTION SCHEME

If you are unhappy with the decision of our Complaints Manager or the dispute cannot be resolved under our internal complaints handling procedure, you may formally submit the dispute to the State Banking Department in your state of residence, of which MTFX USA, is a registered money transmitter licensee (MSB), for determination.

The contact information for the State Banking Department in your state of residence can be found here.

Please note if the matter is in litigation or if a court has made a ruling, the relevant State’s Banking Department will not intervene.

FILE A COMPLAINT

To file a complaint, please contact MTFX’s before contacting your jurisdiction for a complaint. Listed below are several ways to contact MTFX Customer Service.

Contact Us

Phone:

1.855.663.6839

Write:

MTFX USA Inc.
2500 Plaza 5, 25th Floor
Harborside Financial Center
Jersey City, New Jersey, 07311

Email

complaints@mtfxgroup.com

CUSTOMER COMPLAINTS POLICY

1. Should you have any query or complaint, it is important that you advise your usual contact at MTFX before taking any other action. Our dealers and administrative staff will be pleased to help and may be able to resolve your query or complaint immediately. If you cannot, or do not wish to, contact them, please contact our Compliance Department on 1.800.832.5104 or at compliance@mtfxgroup.com for information on how complaints are handled by us internally.

2. In the unlikely event that your concerns cannot be resolved at the first point of contact, we will refer the matter to our Complaints Officer, who will conduct their own investigation and respond to you in writing.

3. We are committed to resolving complaints through our internal complaints procedure. However, should you still remain dissatisfied following the final response from our Complaints Officer, you can refer your case to an independent arbitrator.
Under the Client Agreement you agree to be bound by a decision of an arbitrator, such as one appointed by the ADR Chambers in Toronto or a similar arbitration body.
The contact details for ADR Chambers are: 112 Adelaide Street East, Suite 200, Toronto, Ontario, M5C 1K9, T: (416) 362-8555, F: (416) 362-8825
Toll Free: 1-800-856-5154, Email: adr@adrchambers.com.

4. You should be aware that the above procedure does not prevent either you or MTFX from applying to a court for urgent injunctive relief, nor does it prevent either party from lodging an appeal against the decision of the arbitrator in a court.

Contact Us

Phone:

1.800.832.5104

Write:

MTFX
2750 14th Avenue, Suite 306
Markham, Ontario
L3R 0B6

Email

complaints@mtfxgroup.com
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