Complaints Policy.
Thero Markets Limited
Overview
At Thero Markets Limited (“Thero”, “we”, “us”, or “our”), we are committed to delivering a high standard of service.
We are your first point of contact for any queries, concerns, or complaints. All complaints will be handled in accordance with our internal complaints process and applicable regulatory standards.
How we handle complaints
When a complaint is received:
We will acknowledge your complaint within one (1) business day
We will confirm that your complaint has been received and is under review
We aim to resolve all complaints within 15 business days of receipt.
Exceptional circumstances
In certain cases, where additional time is required, we may take up to 35 business days to issue a final response.
If this occurs, you will receive a holding response within 15 business days, which will include:
The reason for the delay
The expected date of our final response (not exceeding 35 business days)
Information required
To help us investigate your complaint efficiently, please provide:
Client name
Date of event (e.g. transaction date)
Full details of the complaint
Contact details (email and phone number)
Our partner structure
Thero operates as a multi-agency foreign exchange and payments brokerage. We work with regulated e-money and payments institution partners to deliver services.
These include:
Currencycloud
Ebury
Sciopay
GC Partners
These partners ultimately provide regulated payments and e-money services in the UK, EU, and the United States.
As regulated financial institutions, these partners have specific obligations regarding complaints handling.
We will keep our partners informed of any complaints relating to the regulated services they provide
They oversee our complaints handling to ensure it meets regulatory standards
Escalation to partners
If:
Your complaint relates to regulated payments or e-money services, and
You are not satisfied with how it has been handled by us, or
Your complaint has not been acknowledged or addressed
You may contact our partners directly:
Currencycloud: https://www.currencycloud.com/legal/complaints-procedure/
Sciopay: https://sciopay.co/privacy/
GC Partners: https://www.gcpartners.co/privacy-notice/
Financial Ombudsman Service (FOS)
If you are not satisfied with our final response, you may escalate your complaint to the Financial Ombudsman Service (FOS) free of charge.
You must refer your complaint within 6 months of receiving our final response.
If you do not refer your complaint within this timeframe, the Ombudsman may not be able to consider your case, except in limited circumstances.
Further information:
https://www.financial-ombudsman.org.uk/make-complaint
The Financial Ombudsman Service will independently review your complaint and issue a final decision.
How to submit a complaint
If you are a client of Thero Markets, you can contact your designated account manager directly by phone or email.
Alternatively, you can contact us via:
Email: operations@thero-markets.com
Post:
Thero Markets Limited
Formal House
60 St Georges Place
Cheltenham
England
GL50 3PN
Our complaints team will ensure your complaint is formally recorded and handled promptly.