Safeguarding of Client Funds⬎
We personally do not handle your funds, however you can be sure that your funds are always safeguarded thanks to the rigorous processes of our Tier 1 liquidity providers.
All client funds are held in segregated nominated accounts that are entirely separate from our partners operating accounts.
Payment services for Sago Payments Ltd T/A Gain FX are provided by Sciopay Ltd. Sciopay Ltd is a company incorporated in England & Wales. Registration No: 12352935. Sciopay Ltd is licensed and regulated by HMRC as a Money Service Business (MSB). License No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution. Firm Reference Number: 927951
Payment Services for Sago Payments Ltd T/A Gain FX are provided by Equals Connect Limited, registered in England and Wales (registered no. 07131446). Registered Office: Vintners’ Place, 68 Upper Thames St, London, EC4V 3BJ. Equals Connect Limited are authorised by the Financial Conduct Authority to provide payment services (FRN: 671508).
Complaints Handling Policy
1. PURPOSE
The purpose of this Complaints Handling Policy is to establish a structured and fair process for addressing and resolving complaints received from customers, employees, or any other stakeholders.
2. SCOPE
This policy applies to all complaints received by the organisation, regardless of the source or nature of the complaint.
3. DEFINITIONS
“Complaint:” An expression of dissatisfaction received from a customer, employee, or any other stakeholder.
4. COMPLAINTS HANDLING PROCESS
*Receipt of Complaint
• Complaints can be submitted through various channels, including but not limited to, email, phone, or in person.
• All complaints will be acknowledged within 7 working days. *Investigation and Resolution
• Complaints will be promptly investigated to determine the root cause.
• A resolution will be sought, and efforts will be made to resolve complaints within 30 days.
• If additional time is required, the complainant will be informed of the delay and provided with regular updates.
*Communication
• Clear and transparent communication will be maintained with the complainant throughout the process.
• The resolution, including any corrective actions taken, will be communicated to the complainant. *Documentation
• All complaints and their resolutions will be documented for record-keeping and continuous improvement purposes.
5. CONTINUOUS IMPROVEMENT
The organisation will analyse patterns and trends in complaints to identify opportunities for process improvement and take proactive measures to prevent similar issues in the future.
6. RESPONSIBILITIES
• The Managing Director is responsible for overseeing the complaints handling process.
• All employees are responsible for promptly reporting and escalating complaints.
7. REVIEW
This Complaints Handling Policy will be periodically reviewed and updated as necessary. If you wish you can also seek assistance from The Financial Ombudsman (https://www.financial-ombudsman.org.uk/)