Legal
Complaints Policy
1. Our commitment
BURQ FX LTD ("BURQ FX", "we", "us" or "our") is committed to providing a fair, transparent and timely process for handling complaints from business customers and individuals connected with them. This policy explains what a complaint is, how to make one, and what you can expect from us.
2. What is a complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about our products, services, staff, or the handling of your account or a transaction, where a response or resolution is explicitly or implicitly expected. This includes complaints about foreign exchange execution, payments, virtual currency transactions, fees, account restrictions, or how your personal data has been handled.
3. How to make a complaint
You can raise a complaint with us by any of the following channels:
- Email: admin@burqfx.com
- Post: BURQ FX LTD, 315-7 Westwinds Crescent NE, Calgary, Alberta, Canada, T3J 5H2
- Through your relationship manager or the contact form on our website
To help us investigate promptly, please provide your business name and account details, the name of the individual raising the complaint and their relationship to the business, a clear description of the issue and, where relevant, the transaction reference or date, and details of any resolution you are seeking.
4. Our complaints process
| Stage | What happens | Timing |
|---|---|---|
| Acknowledgement | We confirm receipt of your complaint and provide a reference number and contact point. | Within 5 business days |
| Investigation | A member of our compliance or customer support team investigates the complaint, which may include reviewing account records, transaction data and correspondence with any relevant Infrastructure Provider. | As soon as reasonably possible |
| Resolution | We provide you with our written response, explaining our findings, any remedy offered, and — if applicable — your further options. | Within 30 calendar days (up to 90 days for complex matters, with an interim update provided) |
5. Escalation within BURQ FX
If you are not satisfied with the response you receive, you may ask for your complaint to be escalated to a senior member of the compliance team or the Head of Compliance. We will review the original investigation and provide a final written response.
6. If you remain unsatisfied
BURQ FX is registered with FINTRAC as a Money Services Business. FINTRAC supervises our compliance with anti-money-laundering and counter-terrorist-financing obligations; it does not investigate or resolve individual customer complaints about service quality, fees or transactions.
If, after completing our internal process, you remain unsatisfied, you may wish to:
- Seek independent legal advice regarding your rights under your agreement with BURQ FX
- Contact the applicable provincial consumer protection authority in your jurisdiction (for example, Service Alberta – Consumer Protection, where the complaint concerns a consumer-facing matter within its jurisdiction)
- Where your complaint concerns the handling of your personal data, contact the Office of the Privacy Commissioner of Canada or, where applicable, the Office of the Information and Privacy Commissioner of Alberta
7. Record keeping
We keep a record of all complaints received, including the nature of the complaint, our investigation and its outcome, for the period required by our internal policies and applicable law, and we use this information to help identify and address recurring issues.
8. Contact us
BURQ FX LTD — Compliance Team
315-7 Westwinds Crescent NE, Calgary, Alberta, Canada, T3J 5H2
Email: admin@burqfx.com