Compliance & Legal

Complaints Handling Policy

At Monex Europe, we are committed to providing exceptional service and aim to deliver the best outcomes for our clients. However, if you are dissatisfied with any aspect of Monex Europe, be it our products or services, we encourage you to let us know so we can address your concerns promptly.

How do I submit a complaint?

We like to give our clients choice, even when submitting a complaint. To make it easy for you, you can submit a complaint in one of the following ways:

1. Contact your dedicated account manager directly via phone or email.
2. Email: complaints@monexeurope.com
3. If you would like to write to us via post, please use the below details:
   Head of Compliance, Monex Europe, 3rd Floor, 1 Bartholomew Lane, London, EC2N 2AX
4. Use the online complaints form on our website.

What is the Complaint Resolution process?

Our complaints process consists of three key stages:

1. Acknowledgment

• We will acknowledge receipt of your complaint within 3 business days.
• We will provide you with the contact details of the person handling your complaint and the expected resolution timeline.

2. Investigation

• Our Compliance Department will carry out an independent and impartial review of your complaint to ensure we have acted fairly, reasonably, and in line with our regulatory and contractual obligations. We are committed to delivering fair treatment and good outcomes for all clients.
• During this process, we may request additional information from you to ensure a complete understanding of your perspective.

3. Final Response

After the investigation concludes, we will provide you with a detailed written response outlining:

• The details of our review
• Our findings and any actions taken
• Our final decision on the matter

When can I expect a response?

We aim to resolve complaints as quickly as possible while ensuring a thorough review. The regulatory timeframe for providing a final response depends on the Monex Europe entity you are dealing with:

• Monex Europe Markets (MEM): Within 8 weeks.
• Monex Europe Limited (MEL): Within 15 business days, may take up to 35 business days for complex cases. If we are unable to provide you with a final response to your complaint within 15 business days of receiving it, we will write to you explaining the reasons why we are not in a position to issue a final response to your complaint yet.

What if I am not satisfied with the outcome?

If you are not satisfied with our final response, you may be eligible to escalate your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that provides a free and impartial resolution service for financial disputes.

Contact Details for the Financial Ombudsman Service:
Address: Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Your complaint should be escalated with the FOS within six months of receiving our final response.

Please note Monex Europe does not subscribe to an Alternative Dispute Resolution service for those clients who are not eligible to use FOS.

Do you keep records of complaints?

Yes. As part of our regulatory obligations, we maintain records of all complaints and the actions taken for resolution for a period of five years. Keeping these records allows us to track, review, and improve our services while ensuring full compliance with regulatory standards.

If you have any questions regarding our complaints process, please feel free to contact us Monday to Friday, 8 AM – 5 PM at complaints@monexeurope.com.

Background

These terms and conditions, together with any and all other documents referred to herein, set out the terms of use under which you may use this website, www.monexeurope.com ("Our Site"). Please read these terms and conditions carefully and ensure that you understand them. Your agreement to comply with and be bound by these terms and conditions is deemed to occur upon your first use of Our Site. If you do not agree to comply with and be bound by these terms and conditions, you must stop using Our Site immediately.

1. Definitions and Interpretation

In this Policy, the following terms shall have the following meanings:

"personal data" means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means personal data that you give to Us via Our Site. This definition shall, where applicable, incorporate the definitions provided in the EU Regulation 2016/679 – the General Data Protection Regulation ("GDPR"); and

"We/Us/Our" means Monex Europe Ltd, a private limited company registered in England under company number 6014261, whose registered address is 3rd Floor, 1 Bartholomew Lane, London EC2N 2AX.

2. Information About Us

2.1 Our Site is operated by pacwebhosting.uk Ltd, a limited company registered in the United Kingdom, whose registered address is International House, 61 Mosley Street, Manchester, M2 3HZ, United Kingdom.

2.2 Our Site is maintained by Cogent Design Limited, a private limited company registered in England under company number 03698789, whose registered address is 6b Parkway, Porters Wood, St Albans, Hertfordshire, AL3 6PA.

2.3 Our VAT number is GB318 6519 86.

2.4 For any data protection or GDPR related questions, please email enquiries@monexeurope.com, by telephone on +44 20 3650 6003, or contact by post at 3rd Floor, 1 Bartholomew Lane, London EC2N 2AX.

2.5 We are regulated by Financial Conduct Authority as an Authorised Electronic Money Institution, with permission to issue electronic money (e-money) and provide payment services – No 998114.

3. Access to Our Site

3.1 Access to Our Site is free of charge.

3.2 It is your responsibility to make any and all arrangements necessary in order to access Our Site.

3.3 Access to Our Site is provided "as is" and on an "as available" basis. We may alter, suspend or discontinue Our Site (or any part of it) at any time and without notice. We will not be liable to you in any way if Our Site (or any part of it) is unavailable at any time and for any period.

4. Intellectual Property Rights

4.1 All content included on Our Site and the copyright and other intellectual property rights subsisting in that content, unless specifically labelled otherwise, belongs to or has been licensed by Us. All Content is protected by applicable United Kingdom and international intellectual property laws and treaties.

4.2 Subject to sub-Clause 4.3 you may not reproduce, copy, distribute, sell, rent, sub-licence, store, or in any other manner re-use content from Our Site unless given express written permission to do so by Us.

4.3 You may:

• Access, view and use Our Site in a web browser (including any web browsing capability built into other types of software or app);
• Download Our Site (or any part of it) for caching;
• Print pages from Our Site;
• Download extracts from pages on Our Site; and
• Save pages from Our Site for later and/or offline viewing.

4.4 Our status as the owner and author of the content on Our Site (or that of identified licensors, as appropriate) must always be acknowledged.

4.5 You may not use any content saved or downloaded from Our Site for commercial purposes without first obtaining a licence from Us (or our licensors, as appropriate) to do so.

5. Links to Our Site

5.1 You may link to Our Site provided that: you do so in a fair and legal manner; you do not do so in a manner that suggests any form of association, endorsement or approval on Our part where none exists; you do not use any logos or trade marks displayed on Our Site without Our express written permission; and you do not do so in a way that is calculated to damage Our reputation or to take unfair advantage of it.

5.2 You may not link to any page other than the homepage of Our Site, www.monexeurope.com. Deep-linking to other pages requires Our express written permission.

5.3 Framing or embedding of Our Site on other websites is not permitted without Our express written permission. Please contact Us at enquiries@monexeurope.com for further information.

6. Links to Other Sites

Links to other sites may be included on Our Site. Unless expressly stated, these sites are not under Our control. We neither assume nor accept responsibility or liability for the content of third party sites. The inclusion of a link to another site on Our Site is for information only and does not imply any endorsement of the sites themselves or of those in control of them.

7. Disclaimers

7.1 Nothing on Our Site constitutes advice on which you should rely. It is provided for general information purposes only.

7.2 Insofar as is permitted by law, We make no representation, warranty, or guarantee that Our Site will meet your requirements, that it will not infringe the rights of third parties, that it will be compatible with all software and hardware, or that it will be secure.

7.3 We make reasonable efforts to ensure that the content on Our Site is complete, accurate, and up-to-date. We do not, however, make any representations, warranties or guarantees (whether express or implied) that the content is complete, accurate, or up-to-date.

8. Our Liability

8.1 To the fullest extent permissible by law, We accept no liability to any user for any loss or damage, whether foreseeable or otherwise, in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising out of or in connection with the use of (or inability to use) Our Site or the use of or reliance upon any content included on Our Site.

8.2 To the fullest extent permissible by law, We exclude all representations, warranties, and guarantees (whether express or implied) that may apply to Our Site or any content included on Our Site.

8.3 If you are a business user, We accept no liability for loss of profits, sales, business or revenue; loss of business opportunity, goodwill or reputation; loss of anticipated savings; business interruption; or for any indirect or consequential loss or damage.

8.4 Nothing in these Terms and Conditions excludes or restricts Our liability for fraud or fraudulent misrepresentation, for death or personal injury resulting from negligence, or for any other forms of liability which cannot be excluded or restricted by law.

9. Viruses, Malware and Security

9.1 We exercise all reasonable skill and care to ensure that Our Site is secure and free from viruses and other malware.

9.2 You are responsible for protecting your hardware, software, data and other material from viruses, malware, and other internet security risks.

9.3 You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to or via Our Site.

9.4 You must not attempt to gain unauthorised access to any part of Our Site, the server on which Our Site is stored, or any other server, computer, or database connected to Our Site.

9.5 You must not attack Our Site by means of a denial of service attack, a distributed denial of service attack, or by any other means.

10. Acceptable Usage Policy

10.1 You may only use Our Site in a manner that is lawful. Specifically, you must ensure that you comply fully with any and all local, national or international laws and/or regulations; you must not use Our Site in any way, or for any purpose, that is unlawful or fraudulent; you must not use Our Site to knowingly send, upload, or in any other way transmit data that contains any form of virus or other malware; and you must not use Our Site in any way, or for any purpose, that is intended to harm any person or persons in any way.

10.2 We reserve the right to suspend or terminate your access to Our Site if you materially breach the provisions of this Clause or any of the other provisions of these terms and conditions.

11. Privacy and Cookies

Use of Our Site is also governed by Our Cookie and Privacy Policies. These policies are incorporated into these terms and conditions by this reference.

12. Changes to these Terms and Conditions

12.1 We may alter these Terms and Conditions at any time. If We do so, details of the changes will be highlighted at the top of this page. Any such changes will become binding on you upon your first use of Our Site after the changes have been implemented. You are therefore advised to check this page from time to time.

12.2 In the event of any conflict between the current version of these terms and conditions and any previous version(s), the provisions current and in effect shall prevail unless it is expressly stated otherwise.

13. Contacting Us

To contact Us, please email Us at enquiries@monexeurope.com or using any of the methods provided on Our contact page at www.monexeurope.com/contact/.

14. Data Protection

14.1 Any and all personal information that We may collect will be collected, used and held in accordance with the provisions of the GDPR and your rights and Our obligations under that Act.

14.2 We may use your personal information to reply to any communications you send to Us.

15. Law and Jurisdiction

15.1 These Terms and Conditions, and the relationship between you and Us (whether contractual or otherwise) shall be governed by and construed in accordance with English law.

15.2 If you are a consumer, any disputes concerning these terms and conditions, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.

15.3 If you are a business, any disputes concerning these terms and conditions, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

1. Who we are?

The Monex Group ("we", "our" or "us") comprises multiple legal entities, including but not limited to, Monex Europe Limited and Monex Europe Markets Limited. Members of the Monex Group may process certain personal data about you, depending on the scope of your specific relationship with us. This processing of personal data is regulated under the General Data Protection Regulation (2016/679) (the GDPR) and the e-Privacy Directive (2002/58/EC), which both apply across the European Union (including the United Kingdom) (together referred to as the Data Protection Laws). We are responsible as "controller" of your personal data for the purposes of those laws.

2. What does this Privacy Notice cover?

This Privacy Notice applies to the following three circumstances:

1. personal data processed when you visit and use our website;
2. any natural person that has been contacted through our direct marketing strategy, either via phone or email; and
3. personal data processed to service our potential and existing clients.

3. Data protection principles

We will comply with the principles set out in the GDPR, which states that the personal data we hold about you must be:

• used lawfully, fairly and in a transparent way;
• collected only for valid purposes that we have clearly explained to you;
• relevant to the purposes we have told you about and limited only to those purposes;
• accurate and kept up to date;
• kept only as long as necessary for the purposes we have told you about; and
• kept securely.

Personal data means any information about an individual from which that person can be identified. It does not include data where your identity has been removed, such as anonymous data.

4. What personal data do we collect?

4.1 Personal data gathered from you

4.1.1 Website

When you visit our website, and navigate your way around, we acquire minimum personal data at this stage. The personal data we collect includes the following:

• information about your computer or device, including browser type and settings;
• log data – the webpage you were visiting before you came to our site, pages you visit on our site, time spent on those pages, information you search for on our site, IP address, access times/dates, and other statistics;
• history of interaction with our webpages, including traffic data relating to your internet connection; and/or
• other personal data that does not directly identify you, such as actions taken on our website.

Providing your data is optional, but it may be necessary for certain services we provide, and other processing activities e.g. to access content, or to qualify your suitability as a new customer. In such cases, if you do not provide your personal data, we may not be able to provide you with the requested services.

4.1.2 Marketing

We collect personal data that you provide directly to us only if you respond to our marketing campaigns. This personal data is collected throughout communication with us, such as call logs and email exchanges with our staff.

4.1.3 Client

We collect the following personal data that you provide to us at onboarding: name; email address; telephone number; address; nationality; date of birth; identification documents (and their attached personal data); and signature.

We collect the following personal data that you provide to us throughout the business relationship: account activity, including payment instructions; communications with our staff; and usage of online portals.

4.2 Personal data from other sources

4.2.2 Marketing

If we have contacted you during a marketing campaign, we may have collected personal data on you which could include: name (including any designatory letters you have attached); date of birth; country of residence; corporate email address; corporate telephone number; and occupation.

We collect this personal data from third parties who, in turn, may gather the data from publicly accessible sources, including but not limited to LinkedIn, Companies House, and news sources.

4.2.3 Client

We may receive personal data about you from other sources, where applicable. This information includes: credit information; credit references; business partners, introducers, service providers; and legal and compliance checks. We will add this information to the personal data we hold about you to check customer creditworthiness; to check for possible fraudulent activity; comply with our legal obligations; and to improve and personalise our service.

Please note that we will ask for your explicit consent before any credit search is performed, and this search is only required for certain products and services.

4.3 Cookies and similar technologies

Cookies are small text files that are placed on your computer or device by websites that you visit or HTML-formatted emails you open. You can access our Cookies Policy on our website [https://www.monexeurope.com/cookie-policy/].

5. How do we use personal data?

5.1 Website

We use your personal data mainly to: interact with you; to provide you with support services; to make it easy to navigate our website; to improve our website and our products; and to offer you content and services that might interest you.

We may also use your personal data where processing is necessary for us to comply with our legal obligations, including responding to legal process or lawful requests.

5.2 Marketing

We collect personal data about you in order to directly market services that we legitimately believe will be of interest to you. This data is used exclusively to communicate with you and discuss how we can help you.

If you contact us to discuss any topic or issue, we may monitor and record communications such as emails and telephone calls for the following purposes: quality assurance; training; fraud prevention; gathering statistical data for management information; and compliance with relevant laws.

5.3 Client

We collect personal data about our users for the following purposes: onboarding; identify you and manage any accounts you hold with us; sending contract notes; complying with regulation; process your trades; and statistical analysis and behavioural analysis.

6. Who your personal data may be shared with?

We may share your personal information with other group companies, affiliates and other third parties to help us process your personal information for the purposes set out in this Privacy Notice. This may include:

• members of the Monex Group depending on your requested products and services;
• contractors, sub-contractors, business partners, introducers, suppliers and/or service providers that help us perform our business functions;
• credit reference agents in accordance with our credit checking policy;
• law enforcement agencies in connection with any investigation to help prevent unlawful activity;
• legal representatives and consultants in situations where expert advice and legal opinions are required; and/or
• processors that maintain our IT systems.

7. Reasons we can collect and use personal data

Your personal data is never sold and any personal data that is shared is in line with the Data Protection Laws.

We collect and use personal data to provide you with a service or product that you have requested, or where necessary, to comply with a legal obligation. We may also collect and use personal data pursuant to the Monex Group's legitimate interest as long as these interests are not overridden by your data protections rights. Additionally, we may collect and use certain personal data where you have given consent. Where the Monex Group asks for consent, you are free to withhold or revoke your consent by opting out.

We rely on the legal basis "legitimate interest" and "consent" in order to market to you, with considerations to the e-Privacy Directive and its requirements under consent.

8. How long your personal data will be kept

We will keep your personal data in line with our Data Retention Policy. This allows the Monex Group entities to perform the activities listed in this Privacy Notice. We will maintain your personal data throughout the lifecycle of the contract. We may need to keep your data for a longer period where we need to retain personal data to comply with legal or regulatory requirements, such as to help us respond to complaints or preventing fraud and financial crime. If we are not required to retain the personal data, we will destroy, delete or anonymise it at the point it is no longer required.

9. Keeping your personal data secure

We store your personal data in a secure environment. We have appropriate security measures in place to prevent personal data from being lost, accessed or used in an unauthorised way, including encryption and other forms of security. We limit access to your personal data to those who have a genuine business need to know it. Those processing your personal data will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

Whilst we will use all reasonable efforts to secure your personal data, in using the website you acknowledge the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of personal data that is transferred from you.

10. Transfers of your personal data outside of the United Kingdom

Your personal data may be transferred to and stored in locations outside of the UK, such as the European Economic Area. When we do this, we will ensure the recipient entity has an appropriate level of protection and that the transfer is lawful through controls, such as Standard Contractual Clauses. We may need to transfer your data in this way to carry out our contractual obligations to you, to fulfil a legal obligation and/or for our legitimate interests. In such instances, we will only share the personal data with those who have the right to see the personal data.

11. Marketing

We would like to send you information about products, services and our business, which may be of interest to you. Such information could be sent by post, email, or telephone. How we market to client and potential clients differs and is explained below.

11.1 Client

We will ask whether you would like us to send you marketing messages on the first occasion that you provide any relevant contact information (i.e. on signing up to trade with us). If you do opt in to receive such marketing from us, you can opt out at any time. If you have any queries about how to opt out, or if you are receiving messages you do not want to, you can contact us using the details provided below.

11.2 Potential client

You may be sent marketing information, in this instance the personal data has been collected and processed in line with the previously described processes in sections 4.1.2, 4.2.2 and 5.2.

12. Credit Checking Policy

We may do a credit check on you so that we can make credit decisions about you and prevent financial crime. Any such search will be recorded on the files of the credit reference agency.

We may also disclose personal data about how you conduct your account to credit reference agencies and your personal data may be linked to records relating to other people living at the same address with whom you are financially linked.

Other credit businesses may use your personal data to make credit decisions about you and the people with whom you are financially associated; trace debtors; and prevent and detect financial crime. If you provide false or inaccurate information to us and we suspect fraud, we will record this.

13. What rights do you have?

We would like to make sure you are fully aware of all your data protection rights.

The right to access – You have the right to request us for copies of your personal data and how we process the data.

The right to rectification – You have the right to request that we correct any personal data you believe is inaccurate. You also have the right to request we complete personal data you believe is incomplete.

The right to erasure – You have the right to request that we erase your personal data, under certain conditions. If you enforce this right at the same time as you object to the processing we will have to maintain basic identification data to ensure we do not contact you again.

The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.

The right to object to processing – You have the right to object to our processing of your personal data, this means if you do not want to be contacted for the purposes set out in this notice then we will stop processing your data.

The right to data portability – You have the right to request that we transfer the data that we have collected to another organisation, or directly to you, under certain conditions.

If you make a request, we have one month to respond to you.

14. Changes to the Privacy Notice

This Privacy Notice was published on 1st January 2018. The last update was on 15 July 2021.

We may update or amend this Privacy Notice from time to time. You should check this Privacy Notice frequently to ensure you are aware of the most recent version that will apply each time you access this website. We will also attempt to notify users of any changes by email if you have opted to receive emails, and/or a notice on the website header.

15. Contacting Us

If you have any questions about this Privacy Notice or the personal data we hold about you, please contact us by:

Email – enquiries@monexeurope.com

Post – Monex Europe Limited, 1 Bartholomew Lane, London, EC2N 2AX.

16. Complaints

If you have any complaints about this Privacy Notice or the personal data we hold about you, please contact us by reaching out to the above contact information.

If you are unsatisfied by our response you can contact the Information Commissioners Office (ICO) by contacting:

Contact number: 0303 123 1113
Website: https://ico.org.uk/make-a-complaint/

What Are Cookies?

Cookies are small text files that are stored on your device when you visit a website. They are widely used to make websites work more efficiently, remember your preferences, and provide information to website operators.

Types of Cookies We Use

Essential Cookies: These cookies are necessary for the basic functionality of our website and enable you to navigate and use our services. Without these cookies, certain features of our website may not work properly.

Performance Cookies: These cookies collect information about how you use our website, such as which pages you visit and any errors that occur. This helps us identify and fix problems to improve performance.

Functional Cookies: These cookies remember your preferences and choices to provide a more personalized experience when you return to our website.

Marketing Cookies: These cookies are used to track your activity across websites and display targeted advertising based on your interests.

Managing Cookies

You can control and delete cookies through your browser settings. Most web browsers allow you to refuse cookies or alert you when cookies are being sent to your device. Please consult your browser's help documentation for instructions on how to manage cookies.

Please note that disabling cookies may affect the functionality of our website and your user experience.

Contact

If you have questions about our use of cookies, please contact us at the address provided on this website.

In accordance with Section 172 of the Companies Act 2006, the Board of Directors of each Monex Group UK entity considers the long-term consequences of decisions, the interests of employees, fostering business relationships with suppliers and customers, the impact on community and the environment, maintaining a reputation for high standards of business conduct, and acting fairly between members of the company.

The statements below describe how each UK company within the Monex Group has had regard to these matters in the course of its decision-making.

Please find below all important regulatory disclosures associated with Monex's UK investment firm, Monex Europe Markets Limited.

These Terms and Conditions are incorporated into all contracts between Monex Europe Limited and the Client in relation to the provision of FX services and payment services, and between Monex Europe Markets Limited and the Client in relation to the provision of investment services.

English

Please find the English-language versions of our client terms and conditions below.

Spanish

Please find the Spanish-language (Español) versions of our Monex Europe Limited client terms and conditions below.

Financial Year Ending: 31 December 2024 — Date Published: 15 December 2025

In compliance with Schedule 19, Finance Act 2016.

Monex International Markets PLC is part of the Monex S.A.P.I de C.V (Mexico). This policy relates to Monex International Market PLC and all other UK companies within the wider Monex S.A.P.I. de C.V Group (collectively "Monex UK").

In this document we are disclosing the UK Tax Strategy for all UK legal entities.

Governance & Oversight

This strategy is reviewed and approved annually by the Board of Directors. Tax governance is integrated into broader corporate governance frameworks, with accountability clearly assigned to senior finance and tax personnel.

Tax Risk Management

Monex UK transacts with customers in many countries and accordingly is exposed to a variety of tax risks. We set robust policies and compliance processes, which are kept under review as legislation and circumstances change, to ensure we discharge our tax obligations accordingly.

Risk Appetite

We maintain a low tolerance for tax risk and do not engage in aggressive tax arrangements. Tax decisions are taken with full regard to legal obligations, commercial substance, and reputational considerations. Monex UK's internal governance ensures employees are aware, trained, and committed to a strict policy against facilitating tax evasion.

Tax Planning

We use available reliefs and incentives responsibly in a manner consistent with their intended purpose. All planning is underpinned by genuine commercial rationale and aligned with our business operations.

Engagement with tax authorities

We're pleased to report that we have a very open, cooperative and transparent relationship with HMRC. The Group works with HMRC in real-time in accordance with the principles of the Framework of Co-operative Compliance. When occasional differences of opinion occur, usually concerning the "fine detail" of tax legislation, we seek to maintain a transparent and cooperative relation with tax authorities.

This document satisfies the requirements of Paragraph 16(2), Schedule 19 of the Finance Act 2016.

The financial strength of the group is integral to Monex's past and continued success in the future.

Regulatory Status

Monex Europe Limited is authorised and regulated by the Financial Conduct Authority (FCA) as an Authorised Electronic Money Institution, with permission to issue electronic money (e-money) and provide payment services – firm registration number 998114.

As Monex Europe Limited is not a bank or investment firm, client funds are not protected by the Financial Services Compensation Scheme (FSCS).

What we do with your money

Safeguarding rules are primarily designed to protect relevant customer funds received from clients in relation to e-money, creating an asset pool from which to pay the claims of clients in priority to other creditors in the event of the insolvency of an institution.

The only thing that can be paid from safeguarded accounts before customers are paid back their money is the cost of the receiver (the person appointed to manage the closure of a failed company).

Which funds are safeguarded by Monex Europe?

As an Electronic Money Institution, Monex Europe Limited must safeguard any relevant funds received from clients related to e-money or to execute payment transactions on their behalf to third party beneficiaries.

If you have specific queries, please contact regulatorycompliance@monexeurope.com.

Settlement

Monex Europe provides clients with a secure trading environment to transact foreign exchange business. Our clients are provided with a highly secure system for communicating payment instructions and other sensitive data globally, while all outgoing payments and FX transactions made can be traced up to delivery.

All payments are settled through an Authorised Credit Institution in London. Monex Europe operates regulatory compliant client accounts.

Corporate member of SWIFT – SFXLGB2L. This is Monex Europe Limited's SWIFT BIC.

Background

These terms and conditions, together with any other documents referred to herein, are a binding contract between you and Monex Canada Inc. ("We", "Us", or "Our") and set out the terms of use under which you may access and use www.monexcanada.com ("Our Site"). By accessing Our Site you agree to these terms; if you do not agree, do not use Our Site. We may modify these terms at any time without notice.

Information About Us

Monex Canada Inc. is registered as a Money Service Business with FINTRAC (MSB registration number M17698932).

Access to Our Site

Access to Our Site is free of charge and provided on an "as is" and "as available" basis. For Canadians, use of Our Site is limited to parties that can lawfully enter into contracts under applicable law. You must be at least the age of majority in the province or territory in which you reside.

Intellectual Property Rights

All content on Our Site, and the copyright and other intellectual property rights in that content, belong to or have been licensed by Us and are protected by applicable Canadian, UK and international intellectual property laws. You may not reproduce, copy, distribute, sell, rent, sub-licence, store, or otherwise re-use content from Our Site without Our express written permission.

Links to Our Site

You may link to Our Site provided you do so in a fair and legal manner, do not damage or take advantage of Our reputation, and do not suggest any form of association, approval, or endorsement on Our part where none exists.

Disclaimers

Information on Our Site is provided for general information only and does not constitute financial, investment, or other professional advice. We make no representation or warranty that Our Site will meet your requirements, be fit for any particular purpose, be compatible with all systems, or be free from errors or viruses.

Limitation of Liability

To the fullest extent permissible by law, We accept no liability for any direct, indirect, or consequential loss or damage arising out of or in connection with the use of Our Site or reliance on any content displayed on it.

Governing Law

These terms and any dispute arising from them are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

Who We Are

Monex Canada Inc. is committed to protecting your personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and other applicable Canadian privacy laws. This Privacy Policy explains how we collect, use, disclose, and safeguard personal information.

Information We Collect

We collect personal information necessary to provide our services, comply with legal and regulatory requirements, and improve our operations. This may include identification details, contact information, financial data, transaction history, and information collected automatically when you use our website.

How We Use Your Information

We use your information to provide and administer our services, verify your identity, meet anti-money laundering and other regulatory obligations, prevent fraud, communicate with you, and improve our products and services.

Disclosure of Information

We may disclose personal information to regulators, law enforcement, service providers, affiliates, and other third parties where required or permitted by law, or with your consent. We require service providers to protect your information in accordance with applicable privacy laws.

Your Rights

You have the right to access your personal information, request corrections, withdraw consent (subject to legal and contractual restrictions), and make a complaint about our privacy practices. To exercise these rights, contact our Privacy Officer using the details on our website.

Retention and Security

We retain personal information only as long as necessary to fulfil the purposes for which it was collected or as required by law. We maintain physical, technical, and administrative safeguards designed to protect personal information against loss, theft, and unauthorised access.

What Are Cookies

Cookies are small text files placed on your device when you visit a website. They are widely used to make websites work more efficiently and to provide information to the website operator.

How We Use Cookies

We use strictly necessary cookies to enable core site functionality, performance cookies to understand how visitors interact with Our Site, functional cookies to remember your preferences, and marketing cookies to deliver relevant content. Some cookies are set by third-party services that appear on our pages.

Managing Cookies

You can control and delete cookies through your browser settings at any time. Please note that disabling cookies may affect the functionality of Our Site. For more information about managing cookies, visit your browser's help documentation.

Our Commitment

Monex Canada Inc. is committed to treating all clients fairly and to handling complaints promptly, transparently, and professionally. We value feedback from our clients and treat every complaint as an opportunity to improve our service.

How to Submit a Complaint

If you have a complaint, please contact your relationship manager in the first instance, or contact us directly by email, telephone, or through our website. Please provide your name, contact details, account information (if applicable), and a clear description of the issue, together with any supporting documentation.

Our Complaints Process

We will acknowledge receipt of your complaint promptly, investigate the matter thoroughly and impartially, and keep you informed of our progress. We aim to provide a full written response within a reasonable timeframe, typically no later than 90 days from the date the complaint is received.

Our Client Terms & Conditions set out the contractual relationship between Monex Canada Inc. and our corporate clients. They cover account opening, client classification, order handling, settlement, fees and charges, risk disclosures, data protection, and dispute resolution.

Please download and review the applicable document below. By opening an account or instructing us to execute a transaction on your behalf, you agree to be bound by the relevant terms and conditions.

Background

These terms and conditions, together with any and all other documents referred to herein, set out the terms of use under which you may use this website, [www.www.monexglobal.com] ("Our Site"). Please read these terms and conditions carefully and ensure that you understand them. Your agreement to comply with and be bound by these terms and conditions is deemed to occur upon your first use of Our Site. If you do not agree to comply with and be bound by these terms and conditions, you must stop using Our Site immediately.

1. Definitions and Interpretation

In this Policy, the following terms shall have the following meanings:

"personal data" means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means personal data that you give to Us via Our Site. This definition shall, where applicable, incorporate the definitions provided in the EU Regulation 2016/679 – the General Data Protection Regulation ("GDPR") and Organic Law 3/2018 on the Protection of Personal Data and Guarantee of Digital rights.

"We/Us/Our" means Monex Europe Markets S.V., S.A.U., a sociedad constituida registered in Spain under company number A16789208, whose registered address is Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain.

2. Information About Us

2.1 Our Site is operated by pacwebhosting.uk Ltd, a limited company registered in the United Kingdom, whose registered address is International House, 61 Mosley Street, Manchester, M2 3HZ, United Kingdom.

2.2 Our Site is maintained by Cogent Design Limited, a private limited company registered in England under company number 03698789, whose registered address is 6b Parkway, Porters Wood, St Albans, Hertfordshire, AL3 6PA.

2.3 Our VAT number is A16789208.

2.4 For any data protection or GDPR-related questions, please email consultas.memsv@monexeurope.eu, by telephone on +34 911 43 00 20, or contact by post at Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain.

2.5 We are authorised and regulated by the Comisión Nacional del Mercado de Valores (CNMV) as an investment services firm ("Sociedad de Valores") with an official registration number 321.

3. Access to Our Site

3.1 Access to Our Site is free of charge.

3.2 It is your responsibility to make any and all arrangements necessary in order to access Our Site.

3.3 Access to Our Site is provided "as is" and on an "as available" basis. We may alter, suspend or discontinue Our Site (or any part of it) at any time and without notice. We will not be liable to you in any way if Our Site (or any part of it) is unavailable at any time and for any period.

4. Intellectual Property Rights

4.1 All content included on Our Site and the copyright and other intellectual property rights subsisting in that content, unless specifically labelled otherwise, belongs to or has been licensed by Us. All Content is protected by applicable EU and Spanish regulations.

4.2 Subject to sub-Clause 4.3 you may not reproduce, copy, distribute, sell, rent, sub-licence, store, or in any other manner re-use content from Our Site unless given express written permission to do so by Us.

4.3 You may:

• Access, view and use Our Site in a web browser (including any web browsing capability built into other types of software or app);
• Download Our Site (or any part of it) for caching;
• Print pages from Our Site;
• Download extracts from pages on Our Site; and
• Save pages from Our Site for later and/or offline viewing.

4.4 Our status as the owner and author of the content on Our Site (or that of identified licensors, as appropriate) must always be acknowledged.

4.5 You may not use any content saved or downloaded from Our Site for commercial purposes without first obtaining a licence from Us (or our licensors, as appropriate) to do so.

4.6 Nothing in these Terms and Conditions limits or excludes the provisions of the relevant copyright, design and patents legislation as applicable, covering in particular the making of temporary copies; research and private study; the making of copies for text and data analysis for non-commercial research; criticism, review, quotation and news reporting; caricature, parody or pastiche; and the incidental inclusion of copyright material.

5. Links to Our Site

5.1 You may link to Our Site provided that:

• You do so in a fair and legal manner;
• You do not do so in a manner that suggests any form of association, endorsement or approval on Our part where none exists;
• You do not use any logos or trade marks displayed on Our Site without Our express written permission; and
• You do not do so in a way that is calculated to damage Our reputation or to take unfair advantage of it.

5.2 You may not link to any page other than the homepage of Our Site, https://www.monexeurope.eu/memsv. Deep-linking to other pages requires Our express written permission.

5.3 Framing or embedding of Our Site on other websites is not permitted without Our express written permission. Please contact Us at consultas.memsv@monexeurope.eu for further information, including "GDPR" or "Data Protection" in the subject field.

5.4 You may not link to Our Site from any other site the main content of which contains material that:

• is sexually explicit;
• is obscene, deliberately offensive, hateful or otherwise inflammatory;
• promotes violence;
• promotes or assists in any form of unlawful activity;
• discriminates against, or is in any way defamatory of, any person, group or class of persons, race, sex, religion, nationality, disability, sexual orientation, or age;
• is intended or is otherwise likely to threaten, harass, annoy, alarm, inconvenience, upset, or embarrass another person;
• is calculated or is otherwise likely to deceive another person;
• is intended or is otherwise likely to infringe (or to threaten to infringe) another person's privacy;
• misleadingly impersonates any person or otherwise misrepresents the identity or affiliation of a particular person in a way that is calculated to deceive;
• implies any form of affiliation with Us where none exists;
• infringes, or assists in the infringement of, the intellectual property rights (including, but not limited to, copyright, trade marks and database rights) of any other party; or
• is made in breach of any legal duty owed to a third party including, but not limited to, contractual duties and duties of confidence.

5.5 The content restrictions in sub-Clause 5.4 do not apply to content submitted to sites by other users provided that the primary purpose of the site accords with the provisions of sub-Clause 5.4.

6. Links to Other Sites

Links to other sites may be included on Our Site. Unless expressly stated, these sites are not under Our control. We neither assume nor accept responsibility or liability for the content of third party sites. The inclusion of a link to another site on Our Site is for information only and does not imply any endorsement of the sites themselves or of those in control of them.

7. Disclaimers

7.1 Nothing on Our Site constitutes advice on which you should rely. It is provided for general information purposes only.

7.2 Insofar as is permitted by law, We make no representation, warranty, or guarantee that Our Site will meet your requirements, that it will not infringe the rights of third parties, that it will be compatible with all software and hardware, or that it will be secure.

7.3 We make reasonable efforts to ensure that the content on Our Site is complete, accurate, and up-to-date. We do not, however, make any representations, warranties or guarantees (whether express or implied) that the content is complete, accurate, or up-to-date.

8. Liability

8.1 To the fullest extent permissible by law, We accept no liability to any user for any loss or damage, whether foreseeable or otherwise, in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising out of or in connection with the use of (or inability to use) Our Site or the use of or reliance upon any content included on Our Site.

8.2 To the fullest extent permissible by law, We exclude all representations, warranties, and guarantees (whether express or implied) that may apply to Our Site or any content included on Our Site.

8.3 If you are a business user, We accept no liability for loss of profits, sales, business or revenue; loss of business opportunity, goodwill or reputation; loss of anticipated savings; business interruption; or for any indirect or consequential loss or damage.

8.4 We exercise all reasonable skill and care to ensure that Our Site is free from viruses and other malware. We accept no liability for any loss or damage resulting from a virus or other malware, a distributed denial of service attack, or other harmful material or event that may adversely affect your hardware, software, data or other material that occurs as a result of your use of Our Site (including the downloading of any content from it) or any other site referred to on Our Site.

8.5 We neither assume nor accept responsibility or liability arising out of any disruption or non-availability of Our Site resulting from external causes including, but not limited to, ISP equipment failure, host equipment failure, communications network failure, natural events, acts of war, or legal restrictions and censorship.

8.6 Nothing in these Terms and Conditions excludes or restricts Our liability for fraud or fraudulent misrepresentation, for death or personal injury resulting from negligence, or for any other forms of liability which cannot be excluded or restricted by law.

9. Viruses, Malware and Security

9.1 We exercise all reasonable skill and care to ensure that Our Site is secure and free from viruses and other malware.

9.2 You are responsible for protecting your hardware, software, data and other material from viruses, malware, and other internet security risks.

9.3 You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to or via Our Site.

9.4 You must not attempt to gain unauthorised access to any part of Our Site, the server on which Our Site is stored, or any other server, computer, or database connected to Our Site.

9.5 You must not attack Our Site by means of a denial of service attack, a distributed denial of service attack, or by any other means.

9.6 By breaching the provisions of sub-Clauses 9.3 to 9.5 you may be committing a criminal offence under the applicable laws. Any and all such breaches will be reported to the relevant law enforcement authorities and We will cooperate fully with those authorities by disclosing your identity to them. Your right to use Our Site will cease immediately in the event of such a breach.

10. Acceptable Usage Policy

10.1 You may only use Our Site in a manner that is lawful. Specifically:

• you must ensure that you comply fully with any and all local, national or international laws and/or regulations;
• you must not use Our Site in any way, or for any purpose, that is unlawful or fraudulent;
• you must not use Our Site to knowingly send, upload, or in any other way transmit data that contains any form of virus or other malware, or any other code designed to adversely affect computer hardware, software, or data of any kind; and
• you must not use Our Site in any way, or for any purpose, that is intended to harm any person or persons in any way.

10.2 We reserve the right to suspend or terminate your access to Our Site if you materially breach the provisions of this Clause 10 or any of the other provisions of these terms and conditions. Specifically, We may take one or more of the following actions:

• suspend, whether temporarily or permanently, your right to access Our Site;
• issue you with a written warning;
• take legal proceedings against you for reimbursement of any and all relevant costs on an indemnity basis resulting from your breach;
• take further legal action against you as appropriate;
• disclose such information to law enforcement authorities as required or as We deem reasonably necessary; and/or
• any other actions which We deem reasonably appropriate (and lawful).

10.3 We hereby exclude any and all liability arising out of any actions (including, but not limited to those set out above) that We may take in response to breaches of these Terms and Conditions.

11. Privacy and Cookies

Use of Our Site is also governed by Our Cookie and Privacy Policies, available from Cookie Policy and Privacy Policy. These policies are incorporated into these terms and conditions by this reference.

12. Changes to these Terms and Conditions

12.1 We may alter these Terms and Conditions at any time. Any such changes will become binding on you upon your first use of Our Site after the changes have been implemented. You are therefore advised to check this page from time to time.

12.2 In the event of any conflict between the current version of these terms and conditions and any previous version(s), the provisions current and in effect shall prevail unless it is expressly stated otherwise.

13. Contacting Us

To contact Us, please email Us at consultas.memsv@monexeurope.eu or using any of the methods provided on Our contact page at https://monexglobal.com/contact.

14. Data Protection

14.1 Any and all personal information that We may collect will be collected, used and held in accordance with the provisions of the GDPR and your rights and Our obligations under that Act.

14.2 We may use your personal information to reply to any communications you send to Us.

15. Law and Jurisdiction

15.1 These Terms and Conditions, and the relationship between you and Us (whether contractual or otherwise) shall be governed by and construed in accordance with the laws of EU and Spain.

15.2 If you are a consumer, any disputes concerning these terms and conditions, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of Spain, as determined by your residency.

15.3 If you are a business, any disputes concerning these terms and conditions, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of Spain.

In compliance with the provisions of Order ECO/734/2004, of 11 March, on the Customer Care Departments and Services and the Customer Ombudsman of financial institutions (the "Order"), "Monex Europa, S.L." ("Monex" or the "Company") makes this section available to its customers in order to summarise the most relevant information relating to the processing of complaints and claims, and other aspects of interest in terms of transparency and protection of the financial services customer.

Customer Service Department

Monex has a specialised and independent customer service department ("Customer Service Department" or "SAC"), responsible for protecting the rights and legitimate interests of customers in their relations with the Company and dealing with complaints and claims submitted, directly or through representation, by all natural or legal persons, Spanish or foreign, who meet the status of Monex customer, provided that such complaints and claims refer to their legally recognised interests and rights, whether arising from contracts, transparency and customer protection regulations or good financial practices and uses, in particular, the principle of equality. The head of SAC has been duly appointed by the Board of Directors of Monex in accordance with the applicable regulations.

Response Timeline

Complaints and claims submitted must be resolved within fifteen working days from receipt by the Customer Service Department. In exceptional situations, when a response cannot be offered within fifteen working days for reasons beyond the control of the Customer Service Department, Monex will send a provisional response clearly indicating the reasons for the delay in the response to the complaint and specifying the period within which the customer will receive the final response. This period shall never exceed one month.

How to Submit a Complaint or Claim

In order to be served by the Customer Service Department provided for in the Order, it is necessary that the customer has previously contacted the Company through the means provided for in this section:

By mail:
Monex Europa SL
Picasso Tower, Plaza Pablo Ruiz Picasso, 1
28020 Madrid
Attn. Customer Service Department

By email: consultas.mesl@monexeurope.eu

Required Information

The following information must be included in the complaint or claim submitted to the Customer Service Department (otherwise, the complaint or claim may not be admitted for processing):

1. Name and surname (or company name) and address of the customer and, where applicable, of the person representing them, and the accreditation of said representation; and photocopy of the DNI, passport or NIE.
2. Reason for the complaint or claim, clearly specifying which are the issues on which a ruling is requested.
3. Office, department or service where the facts that are the subject of the complaint or claim occurred.
4. That the client is not aware that the subject matter of the complaint or claim is being substantiated through an administrative, arbitral or judicial procedure.
5. Place, date and signature.

Along with this document, the client must provide the documentary evidence they have and on which their complaint or claim is based.

Rules for the Defence of the Customer

For more information on the processing of complaints and claims, Monex makes available to customers its Rules for the defence of the Company's customers, which can be found at the following link: https://monexglobal.com/spain/mesl/legal/regulatory-disclosures

Escalation — External Complaints Services

Once the complaint or claim has been filed with the Customer Service Department, if the response has not been satisfactory or the general maximum period of 15 days or exceptional period of one month has elapsed to resolve their complaint or claim from the filing of the same, the customer may contact the following Complaints Services:

Supervisory Body Complaints Service: Conduct of Institutions Department of the Bank of Spain

Payment services and electronic money: if you do not receive a response within the period provided for in the Rules or when your claim is not upheld, you can contact the Bank of Spain's Complaints Service: Calle Alcalá 48, 28014 Madrid or through its website: clientebancario.bde.es

Before resorting to these Complaints Services, the regulations require the customer to justify having previously gone to the Monex Customer Service Department.

Regulations on Transparency and Protection of Financial Services Customers

General Consumer Protection Regulations and contracting conditions:

• Royal Legislative Decree 1/2007, of 16 November, approving the revised text of the General Law for the Defence of Consumers and users and other complementary laws.
• Law 7/1998, of 13 April, on general contract conditions.

General regulations on consumer protection of payment and electronic money services:

• Royal Decree-Law 19/2018, of 23 November, on payment services and other urgent measures in financial matters.
• Order ECE/1263/2019, of 26 December, on transparency of the conditions and information requirements applicable to payment services.
• Order EHA/2899/2011, of 28 October, on transparency and protection of banking services customers.

Customer Service & Consumer Protection:

• Order ECO/734/2004, of 11 March, on Customer Service Departments and the Consumer Ombudsman for Financial Institutions.
• Order ECC/2502/2012, of 16 November, which regulates the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General of Insurance and Pensions.
• Law 7/2017, of 2 November, which incorporates Directive 2013/11/EU of the European Parliament and of the Council, of 21 May 2013, on alternative dispute resolution in consumer matters, into Spanish law.

1. Who we are

Monex Europa S.L. ('we', 'our' or 'us') may process certain personal data about you, depending on the scope of your specific relationship with us. This processing of personal data is regulated under the General Data Protection Regulation (2016/679) (the 'GDPR') of the European Parliament and of the Council of 27 April 2016, the e-Commerce Directive (2000/31/EC) and the e-Privacy Directive (2002/58/EC), which all apply across the European Union, as well as any national implementations, including the Spanish Organic Law 3/2018 of 5 December on the Protection of Personal Data and Guarantee of Digital Rights, the Spanish Law 34/2002 of 11 July on Information Society Services and Electronic Commerce, and the Spanish Royal Decree-Law 13/2012 of 30 March (together, the 'Data Protection Laws'). We are responsible as 'controller' of your personal data for the purposes of those laws.

For more information about privacy guarantees, you may contact the Controller at:

Address: Monex Europa S.L., Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 31 – 28020 Madrid, Spain
E-mail: gdpr@monexeurope.eu
Data Protection Officer: RS SERVICIOS JURÍDICOS S.L., Calle Santiago 3, 2ºDcha, 47001 Valladolid – dpo@rsprivacidad.es

Transparency is one of our core values, and we place great importance on the privacy of your data.

Users, by checking the appropriate boxes and entering data in fields marked with an asterisk (*) on the contact form or submitted via download forms, expressly and freely consent to their data being necessary to handle their request. Monex Europa S.L. informs that all data requested through the website is mandatory, as it is required to provide optimal service to users.

2. What does this Privacy Notice cover?

This Privacy Notice applies to the following three circumstances:

1. personal data processed when you visit and use our website;
2. any natural person that has been contacted through our direct marketing strategy, either via phone or email; and
3. personal data processed to service our potential and existing clients.

3. Data protection principles

We will comply with the principles set out in the GDPR, which states that the personal data we hold about you must be:

• used lawfully, fairly, and in a transparent way;
• collected only for valid purposes that we have clearly explained to you;
• relevant to the purposes we have told you about and limited only to what is necessary in relation to those purposes;
• accurate and kept up to date;
• kept only as long as necessary for the purposes we have told you about, subject to any limitation periods imposed by law; and
• kept securely.

4. What personal data do we collect?

4.1 Personal data gathered from you

4.1.1 Website
When you visit our website we collect minimal personal data including: information about your computer or device, including browser type and settings; log data (the webpage you were visiting before you came to our site, pages you visit, time spent, IP address, access times/dates); history of interaction with our webpages; and other data that does not directly identify you.

4.1.2 Marketing
We collect personal data you provide directly only if you respond to our marketing campaigns, such as call logs and email exchanges with our staff.

4.1.3 Client
We collect the following personal data at onboarding: full name; email address; phone number; address; nationality; date of birth; identification documents; and signature. Throughout the business relationship we collect: account activity including payment instructions; communications with our staff; and usage of online portals.

4.2 Personal data from other sources

4.2.2 Marketing
If we have contacted you during a marketing campaign, we may have collected personal data from third parties via publicly accessible sources including LinkedIn, Companies House, and news sources. You can object to our processing at any stage; please see section '13. What rights do you have?'.

4.2.3 Client
We may receive personal data about you from other sources including credit information, business partners, and legal and compliance checks, which we add to the personal data we hold to check creditworthiness, prevent fraud, comply with legal obligations, and improve our service.

4.3 Cookies and similar technologies
Cookies are small text files placed on your computer or device. You can access our Cookie Policy at: https://monexglobal.com/spain/mesl/legal/cookie-policy.

5. How do we use personal data?

5.1 Website
We primarily use your personal data to interact with you, provide assistance services, facilitate navigation, improve our website and products, and offer content and services that may be of interest to you.

5.2 Marketing
We collect personal data about you to directly market services we legitimately believe will be of interest to you. This data is used exclusively to communicate with you. We may monitor and record communications such as emails and telephone calls for quality assurance, training, fraud prevention, management information, and compliance with relevant laws.

5.3 Client
We collect personal data for onboarding; identifying you and managing accounts; sending contract notes; complying with regulation; processing trades; and statistical and behavioural analysis. We may also monitor and record communications for the same purposes as described above.

6. Who your personal data may be shared with

Provision and development of our services will necessarily involve the sharing of your data with the parties involved, intermediaries, and, in the case of international money transfers, with payee correspondents in the destination country. We may share your personal information with:

• members of the Monex group;
• contractors, sub-contractors, business partners, introducers, suppliers, and/or service providers;
• credit reference agents;
• law enforcement agencies in connection with any investigation to help prevent unlawful activity;
• legal representatives and consultants; and/or
• IT service providers (ClaireLogic, DataArt Solutions, Microsoft Exchange, Microsoft Azure).

7. Your personal data is never sold

Your personal data is never sold and any personal data that is shared is done so in line with the Data Protection Laws. We collect and use personal data to provide a service or product you have requested, to comply with a legal obligation, or based on the legitimate interests of the Monex Group. The legal bases for processing include:

• Consent (Art. 6.1.a GDPR): for specific cases such as ticking the privacy policy acceptance box on website forms.
• Contractual necessity (Art. 6.1.b GDPR): processing necessary for the performance of services, payment, billing, and delivery.
• Legitimate interest (Art. 6.1.f GDPR): for sending newsletters about services, events, and professional news.
• Providing evidence in litigation, compliance with foreign laws, and conducting business in accordance with reasonable market standards.
• Processing personal data in connection with submitting CVs or job applications is based on user consent, which can be withdrawn at any time.

8. How long your personal data will be kept

We retain personal data in accordance with our Data Retention Policy for as long as necessary for the purposes for which it was collected. We may retain data for longer periods when required to comply with legal obligations, respond to claims, or prevent fraud. Specific retention periods include:

• Dissociated data: Retained indefinitely.
• Contact data for marketing purposes: Retained until consent is withdrawn.
• Client data: Depends on the service; minimum necessary period: 4 years plus the current year (Arts. 66 et seq. General Tax Law); 5 years (Art. 1964 Civil Code); 6 years (Art. 30 Commercial Code); 10 years for anti-money laundering (Art. 25 Law 10/2010).
• Contact form data: Retained until your request is satisfactorily completed or until you withdraw consent.

9. Keeping your personal data secure

We store your personal data in a secure environment with appropriate security measures in place to prevent personal data from being lost, accessed, or used in an unauthorized way, including encryption and other forms of security. We limit access to your personal data to those who have a genuine business need to know it.

We have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

Whilst we will use all reasonable efforts to secure your personal data, in using the website you acknowledge the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of personal data that is transferred from you.

10. Transfers of your personal data outside of the EEA

International data transfers involve the flow of personal data from Spain to recipients located in countries outside the European Economic Area. When such transfers occur, we ensure that the receiving entity has an adequate level of protection through safeguards such as standard contractual clauses.

Transfers will be conducted in accordance with one of the following provisions: an adequacy decision by the EU Commission (Art. 45 GDPR); or, in the absence of an adequacy decision, where the transfer is necessary for the performance of a contract in the data subject's interest (Art. 49.1(c) GDPR).

11. Marketing

We may wish to send you information about products, services, and our company that may be of interest, by postal mail, email, or telephone.

11.1 Client: We will ask whether you would like to receive marketing messages on the first occasion that you provide any relevant contact information. If you opt in, you can opt out at any time (see '13. What rights do you have?').

11.2 Potential client: You may be sent marketing information where personal data has been collected and processed in line with the processes described in sections 4.1.2, 4.2.2, and 5.2.

12. Credit Checking

We may do a credit check on you so that we can make credit decisions about you and prevent financial crime. Any such search will be recorded on the files of the credit reference agency.

If you provide false or inaccurate information to us and we suspect fraud, we will record this. We will ask for your explicit consent before any credit search is performed.

13. User Commitments and Third-Party Data Provided by Users

The USER guarantees being of legal age and providing accurate and truthful information. The USER commits to informing Monex Europa, S.L. of any changes to the provided information by email to gdpr@monexeurope.eu.

The USER commits to keeping passwords and identification codes confidential and to notifying Monex Europa, S.L. immediately in case of loss, theft, or unauthorized access. Until such notification is made, Monex Europa, S.L. is not liable for misuse by unauthorized third parties.

If the USER provides personal data of third parties, they guarantee that consent has been obtained and the third parties have been informed. The USER is responsible for any consequences arising from failure to comply with these obligations.

14. What rights do you have?

We would like to make sure you are fully aware of all your data protection rights:

• The right to access – You have the right to request copies of your personal data and how we process it.
• The right to rectification – You have the right to request that we correct inaccurate or incomplete personal data.
• The right to erasure – You have the right to request that we erase your personal data, under certain conditions.
• The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.
• The right to object to processing – You have the right to object to our processing of your personal data, including for marketing purposes.
• The right to data portability – You have the right to request that we transfer your data to another organisation, or directly to you, under certain conditions.

If you make a request, we have one month to respond. You can exercise these rights by email to gdpr@monexeurope.eu or by post to Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 31 – 28020 Madrid, Spain.

You also have the right to lodge a complaint with the Agencia Española de Protección de Datos (AEPD): Calle de Jorge Juan, 6, 28001 Madrid, Spain.

15. Changes to the Privacy Notice

This Privacy Notice was published on 1 January 2021. Last updated on March 3, 2026. We may update or amend this Privacy Notice from time to time. We will notify users of any substantial changes by email (if you have opted to receive emails) and/or a notice on the website header.

16. Contacting Us

If you have any questions about this Privacy Notice or the personal data we hold about you, please contact us:

Email: gdpr@monexeurope.eu
Post: Monex Europa S.L., Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain

17. Complaints

If you have any complaints about this Privacy Notice or the personal data we hold about you, please contact us using the information above.

If you are unsatisfied with our response, you can contact the Agencia Española de Protección de Datos (AEPD):

Contact number: +34 901 100 099
Website: https://www.aepd.es/

18. Security Measures

In accordance with applicable personal data protection regulations, the DATA CONTROLLER complies with GDPR and LOPDGDD provisions. Personal data is processed lawfully, fairly, and transparently, in line with Art. 5 GDPR principles.

The DATA CONTROLLER ensures that appropriate technical and organizational policies are in place to safeguard user rights and freedoms and provides sufficient information to exercise them.

For more information, contact Monex Europa, S.L. at Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain, or email gdpr@monexeurope.eu.

19. Anti-Money Laundering

Monex Europa, S.L., as an obligated entity, complies with Law 10/2010 of April 28 on the prevention of money laundering and terrorist financing.

Under these regulations, and pursuant to GDPR Art. 14, Monex Europa, S.L. has registered your personal data related to your relationship with the company to comply with Art. 4 of Law 10/2010 (beneficial owner identification). The data is stored in Monex Europa, S.L. files (B56461320) exclusively to fulfil AML obligations and will be retained as required by law.

According to Art. 32 of Law 10/2010, consent from the data subject is not required for this processing.

Our website uses cookies.

This site uses cookies. Some are 'essential' to keep our website secure and to provide our users with requested information. Others help us improve your online experience and track website performance. By using our website, you accept essential cookies, although you can opt-out of using other non-essential cookies if you wish.

What is a Cookie?

A "cookie" is a small text file used on a website to make a user's experience more efficient.

This site uses different types of cookies. Some of them are essential while others help us improve your online experience and track website performance.

The necessary 'essential' cookies are used to keep our website secure and necessary to provide our users with requested information. Other 'non-essential' cookies are used for analytics, identify a user when returning to our website, and/or may be placed by third parties services that appear on our pages. Without certain cookies, we are unable to provide some services that you might request. By using our website you accept 'essential' cookies, although you can opt in or opt out of using other non-essential cookies.

You can at any time change or withdraw your consent from the Cookie Declaration on our website.

Learn more about who we are, how you can contact us and how we process personal data in our Privacy Notice.

Your consent applies to the following domains: wmonexglobal.com/

Cookie declaration last updated on 3/4/26 by Cookiebot.

Essential (1)

Necessary 'essential' cookies help make our website usable by enabling basic functions including page navigation and access to secure areas of the website. This website cannot function properly without these cookies.

Marketing (5)

Marketing cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers.

Unclassified (1)

Unclassified cookies are cookies that we are in the process of classifying, together with the providers of individual cookies.

Regulatory Information

Monex Europa S.L. is authorised and regulated by the Bank of Spain as a payment institution (register number 6890). We operate in strict compliance with applicable Spanish and European legislation governing payment services and foreign exchange, including the Payment Services Directive (PSD2) and MiFID II requirements as applicable.

Client Fund Protection

In accordance with applicable regulatory requirements, client funds are held separately from the own funds of Monex Europa S.L. in segregated accounts at authorised credit institutions. This segregation ensures the protection of your funds in the event of the firm's insolvency.

Disclosure Documents

Regulatory client information documents are available for download below. These documents contain important information about our services, fees, rights and regulatory obligations.

Terms & Conditions

These Terms and Conditions govern the contractual relationship between you and Monex Europa S.L. in connection with the provision of foreign exchange and international payment services. By using our services, you agree to be bound by these terms as updated from time to time. We recommend that you read the document carefully in your preferred language before engaging our services.

The documents are available for download in the following languages:

At Monex Europa S.L. ("MESL"), we are committed to providing exceptional service, with the aim of offering the best results to our clients. If you are dissatisfied with any aspect of MESL, whether it be our products or services, or because you believe that the behavior received is not in line with our values and principles, internal regulations, or applicable regulations, we encourage you to let us know so that we can address your concerns promptly and remedy the situation.

Who can file a report?

Whistleblowers, and therefore those who may file reports through the Whistleblower Channel, are considered to be those individuals who have a relationship with the Company's activities, including: employees (temporary or permanent), interns, applicants, customers, suppliers, consultants, and volunteers.

What incidents can I report?

As a whistleblower, you can report confidentially, and anonymously if you wish, any suspicion and/or behavior that may be contrary to our principles and values set out in our Code of Conduct, internal regulations, or applicable legislation.

How do I report?

You can report through the following Whistleblowing Channels:

1. Contact your dedicated account manager directly via phone or email.
2. Email: canaldedenuncias.mesl@monexeurope.com
3. Via post, to the following address:
   To: Responsable del Canal Interno de Información
   Torre Picasso. Plaza Pablo Ruiz Picasso 1. 28020, Madrid (España)
4. Online form: Complete form
5. Ask for an in-person or online meeting with the Responsible of the Internal Information System.
6. Phone: +34 919 032 784

Additionally to these communication channels, you can contact the external communication channels available.

What should I include in the report?

In order to ensure a proper and efficient investigation of the facts, you must clearly provide the following information:

• Location of the reported events;
• Identification of the individuals involved in the events;
• Description of the reported conduct;
• Your relationship with MESL;
• Attach any documents or files that may be considered evidence;
• Any other relevant information that may help in the investigation and resolution of the situation.

What guarantees do I have as a whistleblower?

You will have the following guarantees at all times:

• You will be able to make anonymous reports, and this anonymity will be guaranteed throughout the entire process.
• Both your identity and the information shared throughout the process will be treated with absolute and strict confidentiality.
• The Responsible of the Internal Information System will be the recipient of your communication and will conduct the investigation autonomously, objectively, and independently of the Company and its other bodies.
• Provided that you make the communication in good faith, the Company will not take any kind of reprisals against the whistleblower.
• You will be informed of the final result of the investigation by means of a reasoned decision.

What is the process?

1. Acknowledgment of receipt of the communication

• Once we receive your communication, we will confirm receipt within 7 calendar days.
• We will indicate the expected response time, which may be up to 3 months from the confirmation of receipt, except in cases of special complexity, in which the period may be extended for up to an additional 3 months.

2. Investigation

• The System Manager will analyze the case independently, objectively, and impartially to ensure that it is handled honestly, reasonably, and in line with our regulatory obligations.
• If the Responsible of the Internal Information System considers it necessary to obtain any clarification or additional information to carry out the investigation, they will contact you provided that this does not compromise the confidentiality of the proceedings.
• The confidentiality of the proceedings and your identity, in the case of a non-anonymous complaint, is guaranteed throughout the process.

3. Final response

Once the investigation is complete, we will send you our written response highlighting:

• The details of our analysis
• The incidents detected and the remedial actions taken
• Our final decision

When can I expect a response?

Once we have completed our analysis, we will provide you with a written response, explaining our reasons, within a maximum of three months from the date of receipt of your communication, except in particularly complex cases that require an extension of the deadline, in which case it may be extended for a maximum of three additional months.

If you do not receive an acknowledgment of receipt of the communication, the period will begin 7 calendar days after the communication is made by the informant.

What options do I have if I am not satisfied with the result?

In addition to the Company's Whistleblowing Channel, you can use the following external communication channels, among others, to report suspicious and/or irregular conduct:

• Autoridad Independiente de Protección al Informante (A.A.I.): https://www.proteccioninformante.gob.es/
• Autoridades u órganos autonómicos correspondientes
• Banco de España: https://sedeelectronica.bde.es/

For more information on our Whistleblowing Channel procedure, please request our Policy.

INFORMATION SOCIETY SERVICES ACT (LSSI)

Monex Europa, S.L., the person responsible for the website, hereinafter the CONTROLLER, makes this document available to users, which is intended to comply with the obligations provided in Act 34/2002 of 11 July, on Information Society and Electronic Commerce Services (LSSICE), Spanish Official State Journal No. 166, as well as informing all website users of the conditions of use.

Any person who accesses this website acquires the status of user, and as such undertakes to strictly observe and comply with the provisions provided herein, as well as any other applicable legal clause. Monex Europa, S.L. reserves the right to modify any type of information that may appear on the website, and is not obliged to give prior notice or inform users of such obligations, with publication on the website of Monex Europa, S.L. being understood as sufficient.

1. IDENTIFICATION DATA

Domain name: https://monexglobal.com/spain/mesl
Commercial name: Monex
Company name: Monex Europa, S.L.
TIN: B56461320
Registered address: Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid (Madrid)
Telephone: 34 911430020
Email: gdpr@monexeurope.eu

2. INTELLECTUAL AND INDUSTRIAL PROPERTY RIGHTS

The website, including but not limited to its programming, editing, compilation and other elements necessary for its operation, the designs, logos, text and/or graphics, are owned by the CONTROLLER or, if applicable, they expressly holds a license or an express authorisation by the authors. All website contents are duly protected by intellectual and industrial property laws, and are registered in the corresponding public registries.

Regardless of their intended purpose, the total or partial reproduction, use, exploitation, distribution and commercialisation, requires in any case the prior written authorisation from the CONTROLLER. Any unauthorised use is considered a serious breach of the author's intellectual or industrial property rights.

The designs, logos, text and/or graphics not belonging to the CONTROLLER and which may appear on the website, belong to their respective owners who are liable for any possible dispute that may arise regarding them. The CONTROLLER expressly authorises third parties to redirect to the specific content of the website, and in any case to redirect to the main website of https://monexglobal.com/.

The CONTROLLER acknowledges the corresponding intellectual and industrial property rights in favour of their owners, and any mention or appearance on the website does not imply the existence of any rights or responsibility whatsoever over them, nor does it imply any endorsement, sponsorship or recommendation by the website.

Comments regarding any possible breach of intellectual or industrial property rights, as well as regarding the contents of the website, can be made by contacting gdpr@monexeurope.eu.

3. EXEMPTION FROM LIABILITY

The RESPONSIBLE disclaims any liability for the information published on its website provided that it has no actual knowledge that this information has been manipulated or introduced by a third party external to it or, if it has, has acted diligently to remove the data or make it impossible to access them.

Use of Cookies

This website uses technical cookies (small files with information that the server sends to the computer of the website user) in order to carry out certain functions considered necessary for the correct functioning and preview of the website. In any case, the cookies used are temporary, with the sole purpose of making navigation of the site more efficient, and disappear at the end of the user's session. Under no circumstances do these cookies themselves provide personal data and will not be used for the collection of such data.

Through using cookies, it is also possible for the server where the website is located to recognise the browser used by the user in order to make navigation easier, allowing, for example, users who have previously registered to access the areas, services, promotions or contests reserved exclusively for them without having to register on each visit. They may also be used to measure the audience or traffic parameters, monitor the progress and number of entries, etc. In these cases, the cookies used are technically non-essential but beneficial to the user.

This website will not install non-essential cookies without previous user consent.

This website uses our own cookies and third-party cookies for analytical purposes and to display personalised advertising based on a profile drawn from your browsing habits (e.g. pages visited). All users who visit the website are informed of the use of these cookies by means of a floating banner. If its use is accepted, the banner will disappear, although it is possible to revoke consent and to obtain more information at any time by consulting our Cookies Policy.

The browser may be configured by the user to alert them of the reception of cookies and to prevent their installation on their computer. For further information, please consult the instructions of your browser.

Link policy

The user of this website may be redirected to content from third party websites. Since the CONTROLLER cannot always control the contents of third party websites, they do not assume any type of responsibility with respect to said contents. In any case, the CONTROLLER will immediately remove any content that may be in breach of national or international laws, morality or public order, and will immediately remove the redirection to this website, informing the competent authorities of the content in question.

The CONTROLLER will not be responsible for the information and content found, including but not limited to, in forums, chats, blog generators, comments, social networks or any other means that allows third parties to publish content independently on the website of the CONTROLLER. However, and in accordance with Acts 11 and 16 of the LSSICE, third party content is made available to all users, authorities, and law enforcement bodies collaborating directly on the withdrawal or blocking of all content that may affect or violate national or international law, third party rights or public morals and public order. In the event that the user considers there to be any content on the website that could be considered as such, please notify the website administrator immediately.

This website was revised and tested to enable its correct functioning. In principle, proper functioning can be guaranteed 365 days a year, 24 hours a day. However, the CONTROLLER does not rule out the possibility of there being certain programming errors, or that force majeure, natural disasters, strikes or similar circumstances may occur that make accessing the website impossible.

IP Addresses

The website servers can detect automatically the IP address and the domain name used by the user. An IP address is a number assigned automatically to a computer when connected to the Internet. All of this information is recorded in a duly registered system log on the server that allows the subsequent processing of the data in order to obtain only statistical measurements that show us the number of page hits, the number of visits made to the web servers, the order of visits, the access point, etc.

4. APPLICABLE LAW AND JURISDICTION

Spanish legislation shall apply to the resolution of all disputes or questions related to this website or the activities carried out therein, to which the parties expressly submit themselves, and the Courts and Tribunals of the USER's domicile or the place of fulfilment of the obligation shall be competent for the resolution of all disputes arising from or related to its use.

These terms and conditions, together with any documents referred to herein, set out the terms under which you may use this website, [www.monexeurope.eu/memsv] ("Our Site"). Please read these terms carefully and ensure you understand them. You are deemed to accept these terms after your first use of Our Site. If you do not accept, you must stop using Our Site immediately.

1. Definitions and Interpretation

"Personal Data" means all data relating to an identifiable person who can be identified directly or indirectly from those data, including definitions per EU Regulation 2016/679 (GDPR) and Spanish Organic Law 3/2018.

"We/Us/Our" refers to Monex Europe Markets S.V., S.A.U., a company incorporated in Spain with company number A16789208, whose registered address is Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain.

3. Information About Us

3.1 Our Site is operated by pacwebhosting.uk Ltd, a UK limited company whose registered address is International House, 61 Mosley Street, Manchester, M2 3HZ.

3.2 Our Site is maintained by Cogent Design Limited, a limited liability company incorporated in England with company number 03698789, registered address 6b Parkway, Porters Wood, St Albans, Hertfordshire, AL3 6PA.

3.3 Our VAT number is A16789208.

3.4 Data protection / GDPR queries: consultas.memsv@monexeurope.eu / +34 911 43 00 20 / Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid.

3.5 We are authorised and regulated by the CNMV as an investment services firm ("Sociedad de Valores") with official registration number 321.

4. Access to Our Site

4.1 Access is free.

4.2 You are responsible for making arrangements to access Our Site.

4.3 We may alter, suspend, or withdraw Our Site without notice and accept no liability for unavailability.

5. Intellectual Property Rights

All content is owned by or licensed to us. You may view, download (for caching), print, and save pages for personal, non-commercial use only. Commercial use requires explicit written permission. You must acknowledge our ownership of the content.

6. Links to Our Site

Linking is permitted provided it is lawful, fair, and not suggestive of endorsement. Deep-linking and framing require express written permission. Prohibited source sites include those containing sexually explicit material, unlawful content, violence, discrimination, harassment, or deception.

7. Links to Other Sites

Third-party links do not imply endorsement. We accept no responsibility for external content.

8. Disclaimers

Content is provided "for general information purposes only." No warranties are given regarding completeness, accuracy, compatibility, or security, though we make reasonable efforts to keep information current.

9. Liability

We exclude all liability for losses arising from use of the site or reliance on its content. Business users are specifically excluded from claims for lost profits, revenue, goodwill, or business interruption. We assume no liability for viruses, malware, or denial-of-service attacks. Exclusions do not apply to fraud, death, or personal injury caused by our negligence.

10. Viruses, Malware and Security

You must not introduce malicious code, attempt unauthorized access, or conduct denial-of-service attacks. Breaches may be criminal offences and will be reported to relevant authorities.

11. Acceptable Usage Policy

Use must comply with all applicable laws. Prohibited: unlawful/fraudulent activity, malware transmission, and content intended to harm persons. Violations may result in suspension, legal action, or disclosure to law enforcement.

12. Privacy and Cookies

Governed by our Cookie Policy and Privacy Policy, both incorporated by reference.

13. Changes to Terms

Terms may be altered at any time. Changes are binding from next use. Check periodically.

14. Contacting Us

Email: consultas.memsv@monexeurope.eu or use the contact page at https://monexglobal.com/contact.

15. Data Protection

Personal information collected per GDPR. Data may be used to respond to user communications.

16. Law and Jurisdiction

Governed by EU and Spanish law. Consumers: Spanish courts per residency. Businesses: exclusive Spanish court jurisdiction.

In compliance with Order ECO/734/2004 of 11 March on Customer Service Departments and the Customer Ombudsman of financial entities, Monex Europe Markets S.V., S.A.U. makes available this section to summarise the most relevant information regarding the handling of complaints and claims.

Monex has a specialised and autonomous Customer Service Department (SAC) responsible for protecting the legitimate rights and interests of customers in their relationships with the Company, handling complaints and claims submitted directly or by representation by all natural or legal persons, Spanish or foreign, who qualify as Monex customers.

Submitted complaints and claims must be resolved within two months of receipt by the SAC.

How to File a Complaint

By Mail:
Monex Europe Markets S.V., S.A.U.
Picasso Tower, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid
Attn. Customer Service Department

By Email: consultas.memsv@monexeurope.eu

Required Information

Complaints must include:

• Full name, address of the customer (and representative if applicable), with copy of DNI/passport/NIE
• Clear description of the complaint, specifying the issues on which a ruling is requested
• Department or service where the events giving rise to the complaint occurred
• Information about what the customer considers Monex should do to remedy or compensate for the harm caused
• Confirmation that the matter is not under administrative, arbitral, or judicial review
• Place, date, and signature
• Supporting documentary evidence

Escalation Options

If dissatisfied with the SAC response, or after two months without a response, customers may contact the CNMV Claims Service:

• Web: https://www.cnmv.es/portal/inversor/reclamaciones.aspx
• Madrid: c/Edison, 4, 28006
• Barcelona: c/Bolivia 56 (4ª planta), 08018

Customers must exhaust Monex's internal process before escalating to the CNMV.

1. Organization Identity

Monex Europe Markets S.V., S.A.U. acts as data controller under GDPR (2016/679) and Spanish data protection laws including Organic Law 3/2018.

2. Policy Scope — What This Privacy Notice Covers

This notice applies to three contexts:

1. Personal data processed when you visit and use our website
2. Any natural person contacted through our direct marketing strategy by phone or email
3. Personal data processed to service our potential and existing clients

3. Data Protection Principles

Personal data must be: used lawfully, fairly and transparently; collected only for valid purposes clearly explained; relevant and limited to what is necessary; accurate and up to date; retained only as long as necessary; and kept securely.

4. Data Collection

4.1 Website: browser type and settings, log data (referring page, pages visited, time spent, search terms, IP address, access dates/times, statistics), interaction history with web pages.

4.2 Marketing: call logs, email exchanges with staff.

4.3 Clients (at registration): full name, email address, phone number, address, nationality, date of birth, identification documents and signature. During the commercial relationship: account activity including payment instructions, communications with staff, use of online portals.

4.4 From Other Sources: name, date of birth, country of residence, corporate email, profession — collected from LinkedIn, Companies House, news sources for marketing; credit information, references, and legal and compliance checks for clients.

4.5 Cookies: See separate Cookie Policy.

5. Data Usage

5.1 Website: interact with users; provide support services; facilitate navigation; improve site and products; offer content and services of interest.

5.2 Marketing: direct marketing of services of legitimate interest; monitoring and recording of emails and calls for quality assurance, training, fraud prevention, statistical data collection, and regulatory compliance.

5.3 Clients: registration; identification and account management; sending contractual notes; regulatory compliance; processing transactions; statistical and behavioural analysis; quality assurance; training; fraud prevention.

6. Data Sharing

Data may be shared with: group companies and affiliates; contractors, subcontractors, business partners, introducers, service providers; credit reference agencies; law enforcement bodies; legal representatives and consultants; IT processors (ClaireLogic, DataArt Solutions, Microsoft Exchange, Microsoft Azure). Data is never sold.

7. Legal Basis

Processing occurs under: service fulfillment, legal obligation, legitimate interests (marketing, dispute evidence, regulatory compliance, business operations), and consent (for direct marketing per Law 34/2002).

8. Data Retention

Retained per the Data Retention Policy and contract lifecycle. Extended periods apply for legal/regulatory requirements and fraud prevention. Data is destroyed, erased, or anonymized when no longer needed.

9. Security

Encrypted storage; limited access; confidentiality obligations; breach notification procedures. Internet transmission cannot guarantee complete security.

10. International Transfers

Data may transfer outside the EEA with appropriate safeguards such as standard contractual clauses.

11. Marketing Communications

Clients are asked at registration. Potential clients are processed per the marketing sections above. Recipients may unsubscribe at any time.

12. Credit Checking

Credit searches recorded with reference agencies. Personal account conduct may be disclosed to agencies. Other credit businesses may use data for credit decisions, tracing debtors, and fraud detection.

13. User Rights

• Right of access: copies of personal data and processing details
• Right of rectification: correct inaccurate or incomplete data
• Right of erasure: deletion under certain conditions
• Right to restrict processing
• Right to object to processing (including marketing)
• Right to data portability
• Right to lodge complaint with AEPD (Agencia Española de Protección de Datos), Calle de Jorge Juan 6, 28001 Madrid

Response deadline: one month.

14. Policy Updates

Last updated 1 July 2024. Changes notified via email or website notice.

15. Contact Information

Email: gdpr@monexeurope.eu
Address: Torre Picasso, Plaza Pablo Ruiz Picasso 1, 28020 Madrid, Spain
Data Protection Officer: RS SERVICIOS JURÍDICOS S.L. — dpo@rsprivacidad.es

16. Complaints

Contact via above details; escalate to AEPD if unsatisfied (+34 901 100 099 / aepd.es).

17. Mandatory vs Optional Data

Fields marked with asterisks (*) are mandatory. Other fields are voluntary. All requested data is necessary for optimal service provision.

18. Security Compliance

The organisation implements GDPR and LOPDGDD technical and organisational measures protecting user rights and freedoms.

Cookie Information

In accordance with Law 34/2002 of 11 July on Information Society Services and Electronic Commerce (LSSI), and in relation to EU Regulation 2016/679 (GDPR) and Organic Law 3/2018 (LOPDGDD), the express consent of the user must be obtained for all websites that use non-essential cookies before the user browses them.

Our website uses cookies. The cookies on this website are used to personalise content and advertisements, to provide social media features and to analyse traffic. We also share information about your use of the website with our social media, advertising and web analytics partners, who may combine it with other information that you have provided to them or that they have collected from your use of their services.

What Are Cookies?

Cookies and other similar technologies such as local shared objects, flash cookies or pixels are tools used by web servers to store and retrieve information about their visitors, and to ensure the correct functioning of the site. Through the use of these devices, the web server is able to remember some data concerning the user, such as their preferences for viewing the pages of that server, name and password, products that interest them most, etc.

This site uses different types of cookies:

• Essential cookies: used to keep our website secure and necessary to provide our users with the information requested.
• Non-essential cookies: used for analytics, to identify a user when they return to our website and/or may be placed by third-party services appearing on our pages.

Cookies Subject to Regulation and Exempted Cookies

According to the EU directive, the cookies that require informed consent from the user are analytics cookies and advertising and affiliate cookies, while technical cookies and those necessary for the operation of the website or the provision of services expressly requested by the user are exempt.

By using our website, you accept "essential" cookies, although you may choose whether or not to use other non-essential cookies.

Monex Europe Markets S.V., S.A.U. is authorised and regulated by Spain's CNMV as an Authorised Investment Firm (Firm Licence Number 321). The firm executes foreign exchange derivatives over-the-counter on a matched principal, execution-only basis with professional clients. FX derivative contracts are subject to MiFID II or EMIR and their transposition into Spanish law through Royal Decree 4/2015 (October 23) on the Securities Market.

Risk Disclosure: Foreign exchange transactions can place your capital at significant risk. Additional margin payments may be required to maintain positions.

MEMSV is an independent subsidiary of Monex International Markets plc, which is part of Monex S.A.P.I. de C.V. ("Monex"), an investment-grade institution.

Available Documents

The following regulatory documents are available for download:

Services provided by Monex Europe Markets S.V., S.A.U. are regulated financial instruments for Professional Clients only. Foreign Exchange transactions can place your capital at significant risk. Further margin payments may be required to maintain positions. Regulated by CNMV (Firm Licence Number 321) as an Authorised Investment Firm executing FX Derivatives OTC on a matched principal, execution-only basis with professional clients/eligible counterparties. FX derivative contracts are subject to MiFID II or EMIR transposed into Spanish law through Royal Decree 4/2015.

MEMSV is an independent subsidiary of Monex International Markets plc, part of Monex S.A.P.I. de C.V., an investment-grade institution.

Available Documents

The full Terms & Conditions are available for download in the following documents:

As an authorised investment firm operating under MiFID II, Monex Europe Markets S.V., S.A.U. is required to maintain and disclose policies addressing potential conflicts of interest. The firm is regulated by the CNMV and executes FX Derivatives over the counter on a matched principal, execution-only basis with professional clients/eligible counterparties.

Available Document

The full Conflict of Interest Policy summary is available for download:

At Monex Europe Markets S.V., S.A.U. ("MEMSV"), we are committed to providing exceptional service, with the aim of offering the best results to our clients. If you are dissatisfied with any aspect of MEMSV, whether it be our products or services, or because you believe that the behavior received is not in line with our values and principles, internal regulations, or applicable regulations, we encourage you to let us know so that we can address your concerns promptly and remedy the situation.

Who can file a report?

Whistleblowers, and therefore those who may file reports through the Whistleblower Channel, are considered to be those individuals who have a relationship with the Company's activities, including: employees (temporary or permanent), interns, applicants, customers, suppliers, consultants, and volunteers.

What incidents can I report?

As a whistleblower, you can report confidentially, and anonymously if you wish, any suspicion and/or behavior that may be contrary to our principles and values set out in our Code of Conduct, internal regulations, or applicable legislation.

How do I report?

You can report through the following Whistleblowing Channels:

1. Contact your dedicated account manager directly via phone or email.
2. Email: canaldedenuncias.memsv@monexeurope.com
3. Via post, to the following address:
   To: Responsable del Canal Interno de Información
   Torre Picasso. Plaza Pablo Ruiz Picasso 1. 28020, Madrid (España)
4. Online form: Canal de Denuncias / Monex Europe Markets S.V., S.A.U. — Complete form.
5. Ask for an in-person or online meeting with the Responsible of the Internal Information System.
6. Phone: +34 919 032 784

Additionally to these communication channels, you can contact the external communication channels available.

What should I include in the report?

In order to ensure a proper and efficient investigation of the facts, you must clearly provide the following information:

• Location of the reported events;
• Identification of the individuals involved in the events;
• Description of the reported conduct;
• Your relationship with MEMSV;
• Attach any documents or files that may be considered evidence;
• Any other relevant information that may help in the investigation and resolution of the situation.

What guarantees do I have as a whistleblower?

You will have the following guarantees at all times:

• You will be able to make anonymous reports, and this anonymity will be guaranteed throughout the entire process.
• Both your identity and the information shared throughout the process will be treated with absolute and strict confidentiality.
• The Responsible of the Internal Information System will be the recipient of your communication and will conduct the investigation autonomously, objectively, and independently of the Company and its other bodies.
• Provided that you make the communication in good faith, the Company will not take any kind of reprisals against the whistleblower.
• You will be informed of the final result of the investigation by means of a reasoned decision.

What is the process?

1. Acknowledgment of receipt of the communication

• Once we receive your communication, we will confirm receipt within 7 calendar days.
• We will indicate the expected response time, which may be up to 3 months from the confirmation of receipt, except in cases of special complexity, in which the period may be extended for up to an additional 3 months.

2. Investigation

• The System Manager will analyze the case independently, objectively, and impartially to ensure that it is handled honestly, reasonably, and in line with our regulatory obligations.
• If the Responsible of the Internal Information System considers it necessary to obtain any clarification or additional information to carry out the investigation, they will contact you provided that this does not compromise the confidentiality of the proceedings.
• The confidentiality of the proceedings and your identity, in the case of a non-anonymous complaint, is guaranteed throughout the process.

3. Final response

Once the investigation is complete, we will send you our written response highlighting:

• The details of our analysis
• The incidents detected and the remedial actions taken
• Our final decision

When can I expect a response?

Once we have completed our analysis, we will provide you with a written response, explaining our reasons, within a maximum of three months from the date of receipt of your communication, except in particularly complex cases that require an extension of the deadline, in which case it may be extended for a maximum of three additional months.

If you do not receive an acknowledgment of receipt of the communication, the period will begin 7 calendar days after the communication is made by the informant.

What options do I have if I am not satisfied with the result?

In addition to the Company's Whistleblowing Channel, you can use the following external communication channels, among others, to report suspicious and/or irregular conduct:

• Autoridad Independiente de Protección al Informante (A.A.I.): https://www.proteccioninformante.gob.es/
• Autoridades u órganos autonómicos correspondientes
• Comisión Nacional del Mercado de Valores (CNMV): https://www.cnmv.es/portal/whistleblowing/presentacion

For more information on our Whistleblowing Channel procedure, please request our Policy.

1. Articles of Association

The Articles of Association of Monex Europe Markets S.V., S.A.U. are available for download at the bottom of this page.

2. Corporate governance regulations and standards of Monex Europe Markets S.V., S.A.U.

The Company has an internal organization Procedure that identifies all administrative and management bodies, as well as all areas that make up the Company, both internal and delegated, and their composition and responsibilities.

The Procedure also establishes, in a clear, appropriate, and proportionate manner the nature, scale, and complexity of the Company's activities, the organizational structure, defining the lines of responsibility and the functions and objectives of each of the areas.

This organizational structure has been approved by the Company's Board of Directors, which supervises its effectiveness, establishing the measures it deems appropriate to remedy any deficiencies it detects.

You can consult our Corporate Governance Manual and Remuneration Policy, where you will find, among other aspects, rules on the Company's corporate governance.3. Organizational structure of the Company

3. Organizational structure of the Company

4. Description of the procedures established for the measurement, management, control, and internal communication of the risks to which Monex Europe Markets S.V., S.A.U. is or may be exposed

The main objective of risk management is to anticipate events that may occur and impact the achievement of the Company's objectives, and to protect its reputation against possible material losses.

The Company's risk control system consists of three distinct levels, which guarantee the independence of control processes and the segregation of duties in risk management:

• First Level: Consists of the Company's front-line employees, who must take extreme precautions in the performance of their assigned duties, comply with established procedures, and immediately report any risk or incident they detect.
• Second Level: consists of the internal control units that report directly to the Company's Board of Directors, that is the Regulatory Compliance Department, the Risk Management Department, and the Internal Audit Unit.
• Third Level: The third level consists of the Company's Board of Directors, which is responsible for establishing and maintaining an adequate and proportionate organizational structure.

5. Internal control mechanisms of the entity

The Company has internal control units, appointed by the Board of Directors, which perform the functions of Regulatory Compliance, Risk Management, and Internal Audit. In order to perform their duties properly, their managers will have the training and authority to promote their independence, their staff will have sufficient knowledge and professional experience, and they will have adequate technical resources at their disposal.

The Regulatory Compliance function, which acts with complete autonomy and independence, is responsible for identifying and monitoring the regulatory risks to which the Company is exposed in all areas. Each year, it prepares and submits to the Company's Board of Directors an annual work plan detailing the actions and reviews it will carry out during the period, as well as the corresponding quarterly and annual reports, in which it mentions and highlights the new risks identified during the period, as well as the control and monitoring measures established.

The Risk Management Department is responsible for identifying and monitoring the operational risks faced by the Company in the course of its business. Each year, it prepares and submits to the Company's Board of Directors an annual work plan detailing the reviews it will carry out during the period, as well as the monitoring, evaluation, and results of the Risk and Control Self-Assessment (RCSA) matrix, in which it identifies, assesses, and establishes mitigating controls for the operational risks identified.

The Internal Audit function, which is independent of all business areas, aims to obtain reasonable assurance that the internal control system as a whole, its procedures, policies, and systems, is functioning properly. It issues an annual Audit Plan, which is approved by the Company's Board of Directors, with the reviews and tests to be carried out during the period. Once the assessment has been carried out, it prepares an annual Audit Report with the results and assessment of the tests, establishing recommendations for the Company. This Report is also reviewed and approved by the Board of Directors.

The Internal Audit function is delegated, by agreement of the Company's Board of Directors, to the entity Aiblu Servicios Profesionales, S.L. (formerly known as Informa Consulting Compliance, S.L.).

6. Composition of the Board of Directors

You can consult our Corporate Governance Manual and Remuneration Policy, which includes, among other aspects, the composition of the Company's Board of Directors.

7. Procedure established to ensure the suitability of the members of the Board of Directors of Monex Europe Markets S.V., S.A.U

You can consult our Corporate Governance and Remuneration Policy Manual, which includes, among other aspects, the procedure established to ensure the suitability of the members of the Company's Board of Directors.

8. Risk Committee and assigned functions of Monex Europe Markets S.V., S.A.U.

On the one hand, the Company has created a Risk Committee whose function will be to ensure that financial and operational risks are adequately mitigated. There is also a Risk Management department that is in constant communication with the Board of Directors.

You can consult the composition of the Company’s Risk Committee in our Corporate governance and remuneration policy Manual.

9. Criteria established by Monex Europe Markets S.V., S.A.U., for the prevention of conflicts of interest

You can consult our Conflict of Interest Policy for the criteria established by the Company for the prevention of conflicts of interest.

10. Information on the solvency and remuneration of Monex Europe Markets S.V., S.A.U.

You can consult our 2025 Public Solvency Report, which includes, among other things, information on remuneration.

11. Remuneration Policy

You can consult our Corporate Governance and Remuneration Policy Manual, where you will find, among other things, information on the Company's remuneration policy. The Manual is available for download at the bottom of this page.

Available Documents

The following documents are available for download:

Information Society Services Act (LSSI)

Monex Europe Markets S.V., S.A.U. operates this website in compliance with Spain's Act 34/2002 regarding Information Society and Electronic Commerce Services. The company reserves discretion to modify website information without advance notice.

1. Identification Data

• Domain: www.monexeurope.eu/en/memsv/
• Commercial Name: Monex
• Legal Entity: Monex Europe Markets S.V., S.A.U.
• Tax ID: A16789208
• Address: Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid
• Telephone: +34 919 032 784
• Email: gdpr@monexeurope.eu

2. Intellectual and Industrial Property Rights

The website's programming, design, logos, text, and graphics are owned by or licensed to the controller. "The total or partial reproduction, use, exploitation, distribution and commercialisation, requires in any case the prior written authorisation from the CONTROLLER." Third-party intellectual property on the site belongs to respective owners. The controller authorises redirection to specific content and the main website. Disputes: gdpr@monexeurope.eu.

3. Exemption from Liability

Use of Cookies: The site employs technical cookies for navigation efficiency. Non-essential cookies require prior user consent. The company uses first-party and third-party analytical cookies and personalised advertising based on browsing profiles.

Link Policy: The controller disclaims responsibility for third-party website content but commits to removing content violating laws or public order immediately upon gaining effective knowledge.

4. Applicable Law and Jurisdiction

Spanish law governs all disputes. Competent courts: the user's domicile or the place where obligations are fulfilled.

Background

These terms and conditions, together with any and all other documents referred to herein, set out the terms of use under which you may use this website, www.monfx.com ("Our Site"). Please read these terms and conditions carefully and ensure that you understand them. Your agreement to comply with and be bound by these terms and conditions is deemed to occur upon your first use of Our Site. If you do not agree to comply with and be bound by these terms and conditions, you must stop using Our Site immediately.

1. Definitions and Interpretation

In this Policy, the following terms shall have the following meanings:

"personal data" means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means personal data that you give to Us via Our Site. This definition shall, where applicable, incorporate the definitions provided in the Personal Data Protection Act ("PDPA"); and

"We/Us/Our" means MonFX Pte. Ltd., a private limited company registered in Singapore with registration number 201611101E, whose trading address is 5 Shenton Way, UIC Building, #10-01, Singapore 068808.

2. Information About Us

2.1 Our Site is operated by pacwebhosting.uk Ltd, a limited company registered in the United Kingdom, whose registered address is International House, 61 Mosley Street, Manchester, M2 3HZ, United Kingdom.

2.2 Our Site is maintained by Cogent Design Limited, a private limited company registered in England under company number 03698789, whose registered address is 6b Parkway, Porters Wood, St Albans, Hertfordshire, AL3 6PA.

2.3 For any data protection or PDPA-related questions, please email dpo@monfx.com, or contact by post at DPO of MonFX Pte. Ltd., 5 Shenton Way, UIC Building, #10-01, Singapore 068808.

2.4 We are regulated by the Monetary Authority of Singapore as a Major Payment Institution under the Payment Services Act 2019.

3. Access to Our Site

3.1 Access to Our Site is free of charge.

3.2 It is your responsibility to make any and all arrangements necessary in order to access Our Site.

3.3 Access to Our Site is provided "as is" and on an "as available" basis. We may alter, suspend or discontinue Our Site (or any part of it) at any time and without notice. We will not be liable to you in any way if Our Site (or any part of it) is unavailable at any time and for any period.

4. Intellectual Property Rights

4.1 All content included on Our Site and the copyright and other intellectual property rights subsisting in that content, unless specifically labelled otherwise, belongs to or has been licensed by Us. All Content is protected by applicable Singapore and international intellectual property laws and treaties.

4.2 Subject to sub-Clause 4.3 you may not reproduce, copy, distribute, sell, rent, sub-licence, store, or in any other manner re-use content from Our Site unless given express written permission to do so by Us.

4.3 You may:

• Access, view and use Our Site in a web browser (including any web browsing capability built into other types of software or app);
• Download Our Site (or any part of it) for caching;
• Print pages from Our Site;
• Download extracts from pages on Our Site; and
• Save pages from Our Site for later and/or offline viewing.

4.4 Our status as the owner and author of the content on Our Site (or that of identified licensors, as appropriate) must always be acknowledged.

4.5 You may not use any content saved or downloaded from Our Site for commercial purposes without first obtaining a licence from Us (or our licensors, as appropriate) to do so.

4.6 Nothing in these Terms and Conditions limits or excludes the provisions of Copyright Act (Chapter 63) 'Acts Not Constituting Infringement of Copyright Works', covering in particular the making of temporary copies; research and private study; the making of copies for text and data analysis for non-commercial research; criticism, review, quotation and news reporting; caricature, parody or pastiche; and the incidental inclusion of copyright material.

5. Links to Our Site

5.1 You may link to Our Site provided that: you do so in a fair and legal manner; you do not do so in a manner that suggests any form of association, endorsement or approval on Our part where none exists; you do not use any logos or trade marks displayed on Our Site without Our express written permission; and you do not do so in a way that is calculated to damage Our reputation or to take unfair advantage of it.

5.2 You may not link to any page other than the homepage of Our Site, www.monfx.com. Deep-linking to other pages requires Our express written permission.

5.3 Framing or embedding of Our Site on other websites is not permitted without Our express written permission. Please contact Us at dpo@monfx.com for further information.

6. Links to Other Sites

Links to other sites may be included on Our Site. Unless expressly stated, these sites are not under Our control. We neither assume nor accept responsibility or liability for the content of third party sites. The inclusion of a link to another site on Our Site is for information only and does not imply any endorsement of the sites themselves or of those in control of them.

7. Disclaimers

7.1 Nothing on Our Site constitutes advice on which you should rely. It is provided for general information purposes only.

7.2 Insofar as is permitted by law, We make no representation, warranty, or guarantee that Our Site will meet your requirements, that it will not infringe the rights of third parties, that it will be compatible with all software and hardware, or that it will be secure.

7.3 We make reasonable efforts to ensure that the content on Our Site is complete, accurate, and up-to-date. We do not, however, make any representations, warranties or guarantees (whether express or implied) that the content is complete, accurate, or up-to-date.

8. Our Liability

8.1 To the fullest extent permissible by law, We accept no liability to any user for any loss or damage, whether foreseeable or otherwise, in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising out of or in connection with the use of (or inability to use) Our Site or the use of or reliance upon any content included on Our Site.

8.2 To the fullest extent permissible by law, We exclude all representations, warranties, and guarantees (whether express or implied) that may apply to Our Site or any content included on Our Site.

8.3 If you are a business user, We accept no liability for loss of profits, sales, business or revenue; loss of business opportunity, goodwill or reputation; loss of anticipated savings; business interruption; or for any indirect or consequential loss or damage.

8.4 Nothing in these Terms and Conditions excludes or restricts Our liability for fraud or fraudulent misrepresentation, for death or personal injury resulting from negligence, or for any other forms of liability which cannot be excluded or restricted by law.

9. Viruses, Malware and Security

9.1 We exercise all reasonable skill and care to ensure that Our Site is secure and free from viruses and other malware.

9.2 You are responsible for protecting your hardware, software, data and other material from viruses, malware, and other internet security risks.

9.3 You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to or via Our Site.

9.4 You must not attempt to gain unauthorised access to any part of Our Site, the server on which Our Site is stored, or any other server, computer, or database connected to Our Site.

9.5 You must not attack Our Site by means of a denial of service attack, a distributed denial of service attack, or by any other means.

9.6 By breaching the provisions of sub-Clauses 9.3 to 9.5 you may be committing a criminal offence under the Computer Misuse Act (Chapter 50A). Any and all such breaches will be reported to the relevant law enforcement authorities and We will cooperate fully with those authorities by disclosing your identity to them.

10. Acceptable Usage Policy

10.1 You may only use Our Site in a manner that is lawful. Specifically, you must ensure that you comply fully with any and all local, national or international laws and/or regulations; you must not use Our Site in any way, or for any purpose, that is unlawful or fraudulent; you must not use Our Site to knowingly send, upload, or in any other way transmit data that contains any form of virus or other malware; and you must not use Our Site in any way, or for any purpose, that is intended to harm any person or persons in any way.

10.2 We reserve the right to suspend or terminate your access to Our Site if you materially breach the provisions of this Clause or any of the other provisions of these terms and conditions.

11. Privacy and Cookies

Use of Our Site is also governed by Our Cookie and Privacy Policies, available at Cookie Policy and Privacy Policy. These policies are incorporated into these terms and conditions by this reference.

12. Changes to these Terms and Conditions

12.1 We may alter these Terms and Conditions at any time. If We do so, details of the changes will be highlighted at the top of this page. Any such changes will become binding on you upon your first use of Our Site after the changes have been implemented.

12.2 In the event of any conflict between the current version of these terms and conditions and any previous version(s), the provisions current and in effect shall prevail unless it is expressly stated otherwise.

13. Contacting Us

To contact Us, please email Us at dpo@monfx.com or use any of the methods provided on Our contact page.

14. Data Protection

14.1 Any and all personal information that We may collect will be collected, used and held in accordance with the provisions of the PDPA and your rights and Our obligations under that Act.

14.2 We may use your personal information to reply to any communications you send to Us.

15. Law and Jurisdiction

15.1 These Terms and Conditions, and the relationship between you and Us (whether contractual or otherwise), shall be governed by and construed in accordance with Singapore law.

15.2 If you are a consumer, any disputes concerning these terms and conditions shall be subject to the jurisdiction of the courts of Singapore, as determined by your residency.

15.3 If you are a business, any disputes shall be subject to the exclusive jurisdiction of the courts of Singapore.

1. Who we are?

The Monex Group ("we", "our" or "us") comprises multiple legal entities, including but not limited to, MonFX Pte. Ltd. Members of the Monex Group may process certain personal data about you, depending on the scope of your specific relationship with us. Depending on the jurisdiction, processing of personal data is regulated under the Personal Data Protection Act 2012 of Singapore (PDPA), General Data Protection Regulation (2016/679) (the GDPR) and the e-Privacy Directive (2002/58/EC) (collectively referred to as the Data Protection Laws). We are responsible as 'controller' of your personal data for the purposes of those laws.

2. What does this Privacy Notice cover?

This Privacy Notice applies to the following three circumstances:

1. personal data processed when you visit and use our website;
2. any natural person that has been contacted through our direct marketing strategy, either via phone or email; and
3. personal data processed to service our potential and existing clients.

3. Data protection principles

We will comply with the principles set out in the Data Protection Laws, which state that the personal data we hold about you must be:

• used lawfully, fairly and in a transparent way;
• collected only for valid purposes that we have clearly explained to you;
• relevant to the purposes we have told you about and limited only to those purposes;
• accurate and kept up to date;
• kept only as long as necessary for the purposes we have told you about; and
• kept securely.

Personal data means any information about an individual from which that person can be identified. It does not include data where your identity has been removed, such as anonymous data.

4. What personal data do we collect?

4.1 Personal data gathered from you

4.1.1 Website — When you visit our website, we acquire minimum personal data: information about your computer or device (browser type and settings); log data (webpage visited before, pages visited, time spent, IP address, access times, etc.); history of interaction with our webpages; and other personal data that does not directly identify you.

4.1.2 Marketing — We collect personal data you provide directly if you respond to our marketing campaigns, including call logs and email exchanges with our staff.

4.1.3 Client — At onboarding we collect: name, email address, telephone number, address, nationality, date of birth, identification documents, and signature. Throughout the business relationship we collect account activity (including payment instructions), communications with our staff, and usage of online portals.

4.2 Personal data from other sources — For marketing we may collect name, date of birth, country of residence, corporate email/telephone, and occupation from third parties via publicly accessible sources including LinkedIn, ACRA BizFile+, and news sources. For clients we may receive credit information, credit references, information from business partners/introducers/service providers, and legal and compliance checks.

4.3 Cookies and similar technologies — See our Cookie Policy.

5. How do we use personal data?

5.1 Website — to interact with you, provide support services, make it easy to navigate our website, improve our website and products, and offer you content and services of interest. We also use data to comply with legal obligations.

5.2 Marketing — to directly market services that we legitimately believe will be of interest to you. Communications may be monitored and recorded for quality assurance, training, fraud prevention, statistical analysis, and compliance with relevant laws.

5.3 Client — for onboarding, identification and account management, sending contract notes, regulatory record keeping, processing trades, and statistical/behavioural analysis.

6. Who your personal data may be shared with

We may share your personal information with other group companies, affiliates and third parties to help us process it for the purposes set out in this Privacy Notice, including:

• members of the Monex Group depending on requested products and services;
• contractors, sub-contractors, business partners, introducers, suppliers and service providers;
• credit reference agents in accordance with our credit checking policy;
• law enforcement agencies in connection with investigations to help prevent unlawful activity;
• legal representatives and consultants where expert advice and legal opinions are required; and
• processors that maintain our IT systems.

7. Reasons we can collect and use personal data

Your personal data is never sold and any personal data that is shared is in line with the Data Protection Laws. We collect and use personal data to provide you with a service or product that you have requested, to comply with a legal obligation, pursuant to the Monex Group's legitimate interest (as long as these interests are not overridden by your data protection rights), or where you have given consent. Where the Monex Group asks for consent, you are free to withhold or revoke your consent by opting out.

8. How long your personal data will be kept

We will keep your personal data in line with our Data Retention Policy. We may need to keep your data longer to comply with legal or regulatory requirements, respond to complaints, or prevent fraud and financial crime. If we are not required to retain the personal data, we will destroy, delete or anonymise it at the point it is no longer required.

9. Keeping your personal data secure

We store your personal data in a secure environment. We have appropriate security measures in place, including encryption and other forms of security. We limit access to those with a genuine business need to know. We have procedures in place to deal with any suspected data security breach and will notify you and any applicable regulator where legally required.

10. Transfers of your personal data outside of Singapore

Your personal data may be transferred to and stored in locations outside of Singapore. When we do this, we ensure the recipient entity has an appropriate level of protection and that the transfer is lawful through controls such as Standard Contractual Clauses.

11. Marketing

We would like to send you information about products, services and our business which may be of interest, by post, email, or telephone.

11.1 Client — We will ask whether you would like us to send you marketing messages on the first occasion that you provide relevant contact information. If you opt in, you can opt out at any time.

11.2 Potential client — Marketing information may be sent based on personal data collected and processed in line with sections 4.1.2, 4.2.2 and 5.2.

12. Credit Checking Policy

We may do a credit check on you to make credit decisions and prevent financial crime. Any such search will be recorded on the files of the credit reference agency. We may also disclose personal data about how you conduct your account to credit reference agencies and your personal data may be linked to records relating to other people living at the same address with whom you are financially linked.

13. What rights do you have?

You have the following data protection rights:

• The right to access — request copies of your personal data and how we process it.
• The right to rectification — request correction or completion of inaccurate or incomplete data.
• The right to erasure — request erasure of your personal data, under certain conditions.
• The right to restrict processing — under certain conditions.
• The right to object to processing — if you do not wish to be contacted for the purposes set out in this notice.
• The right to data portability — request transfer of data to another organisation or to you, under certain conditions.

If you make a request, we have one month to respond to you.

14. Changes to the Privacy Notice

This Privacy Notice was published on 1st January 2018. The last update was on 12th July 2021. We may update or amend this Privacy Notice from time to time. You should check this Privacy Notice frequently to ensure you are aware of the most recent version.

15. Contacting Us

If you have any questions about this Privacy Notice or the personal data we hold about you, please contact our Data Protection Officer (DPO):

Email — dpo@monfx.com
Post — DPO of MonFX Pte. Ltd., c/o Monex Europe Limited, 1 Bartholomew Lane, London, EC2N 2AX.

16. Complaints

If you have any complaints about this Privacy Notice or the personal data we hold about you, please contact us using the above contact information. If you are unsatisfied by our response you can contact the Personal Data Protection Commission:

Contact number: +65 6377 3131
Website: https://www.pdpc.gov.sg/Complaints-and-Reviews

This website uses cookies to enhance your browsing experience and analyse site traffic. Cookies are small text files placed on your computer or device when you visit our site. By continuing to use our website, you consent to our use of cookies in accordance with this Cookie Policy and our Privacy Policy.

Managing your cookie preferences

You can manage and control cookies through your browser settings, including blocking or deleting cookies. For more information on the specific cookies used by MonFX Pte. Ltd. and how to adjust your preferences, please contact our Data Protection Officer at dpo@monfx.com.

Complaints Process

If you are a client of MonFX Pte Ltd ("MonFX"), you can communicate the nature and details of your complaint to your account manager directly, either by phone or by email. Alternatively, please send all relevant information to customerservice@monfx.com and our Compliance Team will log and respond to your complaint.

Complaint Resolution

Irrespective of complexity, we aim to provide the following during the complaint resolution process:

• Contact Details — in our initial response, we will outline who you can speak to for further information on your complaint and their contact details.
• Summary — after our investigation has taken place, you will be provided with an analysis of what has been reviewed and the subsequent conclusions reached.
• Final Response — a closing statement will be made confirming our position on your complaint. If this has not resolved matters and you are eligible, the complaint can be brought to the Financial Industry Disputes Resolution Centre Ltd ("FIDReC").

Response Times

We are available during office hours, 9am until 5pm, Monday to Friday (excluding public holidays). You should receive a response to your initial enquiry within 2 business days. If we are unable to respond within 2 business days, we will update you on the status of your complaint until our investigation is complete. For clients of MonFX, we endeavour to investigate your complaint and provide a resolution within 20 business days. If we are unable to resolve your complaint within the given timeframes, we will contact you in writing to explain why and provide an estimate of when we expect to be able to provide a final response.

Escalating Complaints

If you remain dissatisfied with our response, you may be eligible to approach the Financial Industry Disputes Resolution Centre Ltd ("FIDReC") with your case. FIDReC acts as an impartial adjudicator assisting consumers in the resolution of disputes with financial institutions; filing a complaint is free of charge.

FIDReC contact details:
The Financial Industry Disputes Resolution Centre Ltd
36 Robinson Road, #15-01 City House, Singapore 068877
Tel: +65 6327 8878
Email: info@fidrec.com.sg
Website: https://www.fidrec.com.sg/

For general advisory on disputes with a financial institution, see: MoneySense — Resolving a dispute with a financial institution.

The purpose of this document ("Best Execution Policy") is to inform you of how MonFX Pte. Ltd. ("MonFX") will execute trades with its clients. This takes into consideration the MAS Notice [SFA 04-N16] and Guidelines to MAS Notice SFA 04-N16 on Execution of Customers' Orders, in respect of the implementation of written policies and procedures for the following:

• To place or execute clients' orders on the best available terms; and
• To place or execute comparable clients' orders in accordance with the time of receipt of such orders.

1. Scope and Application of Best Execution

This document only applies to clients who are accredited investors dealing in foreign exchange ("FX") over-the-counter derivatives (excluding spot) contracts with MonFX. Best execution is owed to such accredited investors where MonFX executes orders on behalf of clients who place reliance on MonFX to protect their interests in relation to pricing and other elements of the transaction.

Best execution is not owed to institutional investors as defined under the Securities and Futures Act and clients who are not placing reliance on MonFX to protect their interests.

MonFX will determine if clients are placing reliance on MonFX by taking into account the following four considerations:

• Which party initiates the transaction: Where the client initiates the transaction, it is less likely that the client is placing reliance on MonFX. Trade ideas, market communications or indicative prices provided as part of our general business are regarded as purely informational and shall not be deemed to have initiated the transaction.
• Market practice, including the convention of the client to 'shop around' for the best deal: Where market practice for a particular product suggests the client has access to different providers for quotes and has the ability to shop around, it is less likely the client is placing reliance on MonFX.
• Relative levels of transparency within a market: Where pricing information is transparent and reasonably accessible to the client, it is less likely the client is placing legitimate reliance on MonFX.
• Information provided by the firm about its services and any agreement reached with the client: Where any terms of agreement with the client do not suggest an understanding of reliance on MonFX or an agreement to provide best execution.

2. Execution Venue

MonFX has a list of execution venues to execute transactions which we determine as beneficial in providing best execution. These venues will be based on our commercial judgement, consistency and reliability.

3. Execution Factors

Where a duty to achieve best execution applies, MonFX will take account of the following factors when executing a transaction on behalf of the client:

• Price;
• Costs (including fees charged for execution, and clearing and settlement costs);
• Speed of execution — the time it takes to execute the order will depend on the price volatility and liquidity of the market;
• The likelihood of execution and settlement;
• The size and nature of the order; and
• Any other consideration that MonFX deems to be relevant to the execution of the order.

MonFX Pte. Ltd.'s full Client Terms & Conditions for Corporate Clients are set out in the document below. Please download the PDF for the complete, legally binding agreement that governs the business relationship between MonFX and its corporate clients.

Background

These terms and conditions, together with any and all other documents referred to herein, set out the terms of use under which you may use this website, [www.monexeurope.eu/memsv] ("Our Site"). Please read these terms and conditions carefully and ensure that you understand them. Your agreement to comply with and be bound by these terms and conditions is deemed to occur upon your first use of Our Site. If you do not agree to comply with and be bound by these terms and conditions, you must stop using Our Site immediately.

1. Definitions and Interpretation

In this Policy, the following terms shall have the following meanings:

"personal data" means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means personal data that you give to Us via Our Site. This definition shall, where applicable, incorporate the definitions provided in the EU Regulation 2016/679 – the General Data Protection Regulation ("GDPR") and Organic Law 3/2018 on the Protection of Personal Data and Guarantee of Digital rights.

"We/Us/Our" means Monex Europe Markets S.V., S.A.U., a sociedad constituida registered in Spain under company number A16789208, whose registered address is Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain.

2. Information About Us

2.1 Our Site is operated by pacwebhosting.uk Ltd, a limited company registered in the United Kingdom, whose registered address is International House, 61 Mosley Street, Manchester, M2 3HZ, United Kingdom.

2.2 Our Site is maintained by Cogent Design Limited, a private limited company registered in England under company number 03698789, whose registered address is 6b Parkway, Porters Wood, St Albans, Hertfordshire, AL3 6PA.

2.3 Our VAT number is A16789208.

2.4 For any data protection or GDPR-related questions, please email consultas.memsv@monexeurope.eu, by telephone on +34 911 43 00 20, or contact by post at Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain.

2.5 We are authorised and regulated by the Comisión Nacional del Mercado de Valores (CNMV) as an investment services firm ("Sociedad de Valores") with an official registration number 321.

3. Access to Our Site

3.1 Access to Our Site is free of charge.

3.2 It is your responsibility to make any and all arrangements necessary in order to access Our Site.

3.3 Access to Our Site is provided "as is" and on an "as available" basis. We may alter, suspend or discontinue Our Site (or any part of it) at any time and without notice. We will not be liable to you in any way if Our Site (or any part of it) is unavailable at any time and for any period.

4. Intellectual Property Rights

4.1 All content included on Our Site and the copyright and other intellectual property rights subsisting in that content, unless specifically labelled otherwise, belongs to or has been licensed by Us. All Content is protected by applicable EU and Spanish regulations.

4.2 Subject to sub-Clause 4.3 you may not reproduce, copy, distribute, sell, rent, sub-licence, store, or in any other manner re-use content from Our Site unless given express written permission to do so by Us.

4.3 You may:

• Access, view and use Our Site in a web browser (including any web browsing capability built into other types of software or app);
• Download Our Site (or any part of it) for caching;
• Print pages from Our Site;
• Download extracts from pages on Our Site; and
• Save pages from Our Site for later and/or offline viewing.

4.4 Our status as the owner and author of the content on Our Site (or that of identified licensors, as appropriate) must always be acknowledged.

4.5 You may not use any content saved or downloaded from Our Site for commercial purposes without first obtaining a licence from Us (or our licensors, as appropriate) to do so.

4.6 Nothing in these Terms and Conditions limits or excludes the provisions of the relevant copyright, design and patents legislation as applicable, covering in particular the making of temporary copies; research and private study; the making of copies for text and data analysis for non-commercial research; criticism, review, quotation and news reporting; caricature, parody or pastiche; and the incidental inclusion of copyright material.

5. Links to Our Site

5.1 You may link to Our Site provided that:

• You do so in a fair and legal manner;
• You do not do so in a manner that suggests any form of association, endorsement or approval on Our part where none exists;
• You do not use any logos or trade marks displayed on Our Site without Our express written permission; and
• You do not do so in a way that is calculated to damage Our reputation or to take unfair advantage of it.

5.2 You may not link to any page other than the homepage of Our Site, https://www.monexeurope.eu/memsv. Deep-linking to other pages requires Our express written permission.

5.3 Framing or embedding of Our Site on other websites is not permitted without Our express written permission. Please contact Us at consultas.memsv@monexeurope.eu for further information, including "GDPR" or "Data Protection" in the subject field.

5.4 You may not link to Our Site from any other site the main content of which contains material that:

• is sexually explicit;
• is obscene, deliberately offensive, hateful or otherwise inflammatory;
• promotes violence;
• promotes or assists in any form of unlawful activity;
• discriminates against, or is in any way defamatory of, any person, group or class of persons, race, sex, religion, nationality, disability, sexual orientation, or age;
• is intended or is otherwise likely to threaten, harass, annoy, alarm, inconvenience, upset, or embarrass another person;
• is calculated or is otherwise likely to deceive another person;
• is intended or is otherwise likely to infringe (or to threaten to infringe) another person's privacy;
• misleadingly impersonates any person or otherwise misrepresents the identity or affiliation of a particular person in a way that is calculated to deceive;
• implies any form of affiliation with Us where none exists;
• infringes, or assists in the infringement of, the intellectual property rights (including, but not limited to, copyright, trade marks and database rights) of any other party; or
• is made in breach of any legal duty owed to a third party including, but not limited to, contractual duties and duties of confidence.

5.5 The content restrictions in sub-Clause 5.4 do not apply to content submitted to sites by other users provided that the primary purpose of the site accords with the provisions of sub-Clause 5.4.

6. Links to Other Sites

Links to other sites may be included on Our Site. Unless expressly stated, these sites are not under Our control. We neither assume nor accept responsibility or liability for the content of third party sites. The inclusion of a link to another site on Our Site is for information only and does not imply any endorsement of the sites themselves or of those in control of them.

7. Disclaimers

7.1 Nothing on Our Site constitutes advice on which you should rely. It is provided for general information purposes only.

7.2 Insofar as is permitted by law, We make no representation, warranty, or guarantee that Our Site will meet your requirements, that it will not infringe the rights of third parties, that it will be compatible with all software and hardware, or that it will be secure.

7.3 We make reasonable efforts to ensure that the content on Our Site is complete, accurate, and up-to-date. We do not, however, make any representations, warranties or guarantees (whether express or implied) that the content is complete, accurate, or up-to-date.

8. Liability

8.1 To the fullest extent permissible by law, We accept no liability to any user for any loss or damage, whether foreseeable or otherwise, in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising out of or in connection with the use of (or inability to use) Our Site or the use of or reliance upon any content included on Our Site.

8.2 To the fullest extent permissible by law, We exclude all representations, warranties, and guarantees (whether express or implied) that may apply to Our Site or any content included on Our Site.

8.3 If you are a business user, We accept no liability for loss of profits, sales, business or revenue; loss of business opportunity, goodwill or reputation; loss of anticipated savings; business interruption; or for any indirect or consequential loss or damage.

8.4 We exercise all reasonable skill and care to ensure that Our Site is free from viruses and other malware. We accept no liability for any loss or damage resulting from a virus or other malware, a distributed denial of service attack, or other harmful material or event that may adversely affect your hardware, software, data or other material that occurs as a result of your use of Our Site (including the downloading of any content from it) or any other site referred to on Our Site.

8.5 We neither assume nor accept responsibility or liability arising out of any disruption or non-availability of Our Site resulting from external causes including, but not limited to, ISP equipment failure, host equipment failure, communications network failure, natural events, acts of war, or legal restrictions and censorship.

8.6 Nothing in these Terms and Conditions excludes or restricts Our liability for fraud or fraudulent misrepresentation, for death or personal injury resulting from negligence, or for any other forms of liability which cannot be excluded or restricted by law.

9. Viruses, Malware and Security

9.1 We exercise all reasonable skill and care to ensure that Our Site is secure and free from viruses and other malware.

9.2 You are responsible for protecting your hardware, software, data and other material from viruses, malware, and other internet security risks.

9.3 You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to or via Our Site.

9.4 You must not attempt to gain unauthorised access to any part of Our Site, the server on which Our Site is stored, or any other server, computer, or database connected to Our Site.

9.5 You must not attack Our Site by means of a denial of service attack, a distributed denial of service attack, or by any other means.

9.6 By breaching the provisions of sub-Clauses 9.3 to 9.5 you may be committing a criminal offence under the applicable laws. Any and all such breaches will be reported to the relevant law enforcement authorities and We will cooperate fully with those authorities by disclosing your identity to them. Your right to use Our Site will cease immediately in the event of such a breach.

10. Acceptable Usage Policy

10.1 You may only use Our Site in a manner that is lawful. Specifically:

• you must ensure that you comply fully with any and all local, national or international laws and/or regulations;
• you must not use Our Site in any way, or for any purpose, that is unlawful or fraudulent;
• you must not use Our Site to knowingly send, upload, or in any other way transmit data that contains any form of virus or other malware, or any other code designed to adversely affect computer hardware, software, or data of any kind; and
• you must not use Our Site in any way, or for any purpose, that is intended to harm any person or persons in any way.

10.2 We reserve the right to suspend or terminate your access to Our Site if you materially breach the provisions of this Clause 10 or any of the other provisions of these terms and conditions. Specifically, We may take one or more of the following actions:

• suspend, whether temporarily or permanently, your right to access Our Site;
• issue you with a written warning;
• take legal proceedings against you for reimbursement of any and all relevant costs on an indemnity basis resulting from your breach;
• take further legal action against you as appropriate;
• disclose such information to law enforcement authorities as required or as We deem reasonably necessary; and/or
• any other actions which We deem reasonably appropriate (and lawful).

10.3 We hereby exclude any and all liability arising out of any actions (including, but not limited to those set out above) that We may take in response to breaches of these Terms and Conditions.

11. Privacy and Cookies

Use of Our Site is also governed by Our Cookie and Privacy Policies, available from Cookie Policy and Privacy Policy. These policies are incorporated into these terms and conditions by this reference.

12. Changes to these Terms and Conditions

12.1 We may alter these Terms and Conditions at any time. Any such changes will become binding on you upon your first use of Our Site after the changes have been implemented. You are therefore advised to check this page from time to time.

12.2 In the event of any conflict between the current version of these terms and conditions and any previous version(s), the provisions current and in effect shall prevail unless it is expressly stated otherwise.

13. Contacting Us

To contact Us, please email Us at consultas.memsv@monexeurope.eu or using any of the methods provided on Our contact page at https://monexglobal.com/contact.

14. Data Protection

14.1 Any and all personal information that We may collect will be collected, used and held in accordance with the provisions of the GDPR and your rights and Our obligations under that Act.

14.2 We may use your personal information to reply to any communications you send to Us.

15. Law and Jurisdiction

15.1 These Terms and Conditions, and the relationship between you and Us (whether contractual or otherwise) shall be governed by and construed in accordance with the laws of EU and Spain.

15.2 If you are a consumer, any disputes concerning these terms and conditions, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of Spain, as determined by your residency.

15.3 If you are a business, any disputes concerning these terms and conditions, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of Spain.

In compliance with the provisions of Order ECO/734/2004, of 11 March, on the Customer Care Departments and Services and the Customer Ombudsman of financial institutions (the "Order"), "Monex Europa, S.L." ("Monex" or the "Company") makes this section available to its customers in order to summarise the most relevant information relating to the processing of complaints and claims, and other aspects of interest in terms of transparency and protection of the financial services customer.

Customer Service Department

Monex has a specialised and independent customer service department ("Customer Service Department" or "SAC"), responsible for protecting the rights and legitimate interests of customers in their relations with the Company and dealing with complaints and claims submitted, directly or through representation, by all natural or legal persons, Spanish or foreign, who meet the status of Monex customer, provided that such complaints and claims refer to their legally recognised interests and rights, whether arising from contracts, transparency and customer protection regulations or good financial practices and uses, in particular, the principle of equality. The head of SAC has been duly appointed by the Board of Directors of Monex in accordance with the applicable regulations.

Response Timeline

Complaints and claims submitted must be resolved within fifteen working days from receipt by the Customer Service Department. In exceptional situations, when a response cannot be offered within fifteen working days for reasons beyond the control of the Customer Service Department, Monex will send a provisional response clearly indicating the reasons for the delay in the response to the complaint and specifying the period within which the customer will receive the final response. This period shall never exceed one month.

How to Submit a Complaint or Claim

In order to be served by the Customer Service Department provided for in the Order, it is necessary that the customer has previously contacted the Company through the means provided for in this section:

By mail:
Monex Europa SL
Picasso Tower, Plaza Pablo Ruiz Picasso, 1
28020 Madrid
Attn. Customer Service Department

By email: consultas.mesl@monexeurope.eu

Required Information

The following information must be included in the complaint or claim submitted to the Customer Service Department (otherwise, the complaint or claim may not be admitted for processing):

1. Name and surname (or company name) and address of the customer and, where applicable, of the person representing them, and the accreditation of said representation; and photocopy of the DNI, passport or NIE.
2. Reason for the complaint or claim, clearly specifying which are the issues on which a ruling is requested.
3. Office, department or service where the facts that are the subject of the complaint or claim occurred.
4. That the client is not aware that the subject matter of the complaint or claim is being substantiated through an administrative, arbitral or judicial procedure.
5. Place, date and signature.

Along with this document, the client must provide the documentary evidence they have and on which their complaint or claim is based.

Rules for the Defence of the Customer

For more information on the processing of complaints and claims, Monex makes available to customers its Rules for the defence of the Company's customers, which can be found at the following link: https://monexglobal.com/netherlands/mesl/legal/regulatory-disclosures

Escalation — External Complaints Services

Once the complaint or claim has been filed with the Customer Service Department, if the response has not been satisfactory or the general maximum period of 15 days or exceptional period of one month has elapsed to resolve their complaint or claim from the filing of the same, the customer may contact the following Complaints Services:

Supervisory Body Complaints Service: Conduct of Institutions Department of the Bank of Spain

Payment services and electronic money: if you do not receive a response within the period provided for in the Rules or when your claim is not upheld, you can contact the Bank of Spain's Complaints Service: Calle Alcalá 48, 28014 Madrid or through its website: clientebancario.bde.es

Before resorting to these Complaints Services, the regulations require the customer to justify having previously gone to the Monex Customer Service Department.

Regulations on Transparency and Protection of Financial Services Customers

General Consumer Protection Regulations and contracting conditions:

• Royal Legislative Decree 1/2007, of 16 November, approving the revised text of the General Law for the Defence of Consumers and users and other complementary laws.
• Law 7/1998, of 13 April, on general contract conditions.

General regulations on consumer protection of payment and electronic money services:

• Royal Decree-Law 19/2018, of 23 November, on payment services and other urgent measures in financial matters.
• Order ECE/1263/2019, of 26 December, on transparency of the conditions and information requirements applicable to payment services.
• Order EHA/2899/2011, of 28 October, on transparency and protection of banking services customers.

Customer Service & Consumer Protection:

• Order ECO/734/2004, of 11 March, on Customer Service Departments and the Consumer Ombudsman for Financial Institutions.
• Order ECC/2502/2012, of 16 November, which regulates the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General of Insurance and Pensions.
• Law 7/2017, of 2 November, which incorporates Directive 2013/11/EU of the European Parliament and of the Council, of 21 May 2013, on alternative dispute resolution in consumer matters, into Spanish law.

1. Who we are

Monex Europa S.L. ('we', 'our' or 'us') may process certain personal data about you, depending on the scope of your specific relationship with us. This processing of personal data is regulated under the General Data Protection Regulation (2016/679) (the 'GDPR') of the European Parliament and of the Council of 27 April 2016, the e-Commerce Directive (2000/31/EC) and the e-Privacy Directive (2002/58/EC), which all apply across the European Union, as well as any national implementations, including the Spanish Organic Law 3/2018 of 5 December on the Protection of Personal Data and Guarantee of Digital Rights, the Spanish Law 34/2002 of 11 July on Information Society Services and Electronic Commerce, and the Spanish Royal Decree-Law 13/2012 of 30 March (together, the 'Data Protection Laws'). We are responsible as 'controller' of your personal data for the purposes of those laws.

For more information about privacy guarantees, you may contact the Controller at:

Address: Monex Europa S.L., Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 31 – 28020 Madrid, Spain
E-mail: gdpr@monexeurope.eu
Data Protection Officer: RS SERVICIOS JURÍDICOS S.L., Calle Santiago 3, 2ºDcha, 47001 Valladolid – dpo@rsprivacidad.es

Transparency is one of our core values, and we place great importance on the privacy of your data.

Users, by checking the appropriate boxes and entering data in fields marked with an asterisk (*) on the contact form or submitted via download forms, expressly and freely consent to their data being necessary to handle their request. Monex Europa S.L. informs that all data requested through the website is mandatory, as it is required to provide optimal service to users.

2. What does this Privacy Notice cover?

This Privacy Notice applies to the following three circumstances:

1. personal data processed when you visit and use our website;
2. any natural person that has been contacted through our direct marketing strategy, either via phone or email; and
3. personal data processed to service our potential and existing clients.

3. Data protection principles

We will comply with the principles set out in the GDPR, which states that the personal data we hold about you must be:

• used lawfully, fairly, and in a transparent way;
• collected only for valid purposes that we have clearly explained to you;
• relevant to the purposes we have told you about and limited only to what is necessary in relation to those purposes;
• accurate and kept up to date;
• kept only as long as necessary for the purposes we have told you about, subject to any limitation periods imposed by law; and
• kept securely.

4. What personal data do we collect?

4.1 Personal data gathered from you

4.1.1 Website
When you visit our website we collect minimal personal data including: information about your computer or device, including browser type and settings; log data (the webpage you were visiting before you came to our site, pages you visit, time spent, IP address, access times/dates); history of interaction with our webpages; and other data that does not directly identify you.

4.1.2 Marketing
We collect personal data you provide directly only if you respond to our marketing campaigns, such as call logs and email exchanges with our staff.

4.1.3 Client
We collect the following personal data at onboarding: full name; email address; phone number; address; nationality; date of birth; identification documents; and signature. Throughout the business relationship we collect: account activity including payment instructions; communications with our staff; and usage of online portals.

4.2 Personal data from other sources

4.2.2 Marketing
If we have contacted you during a marketing campaign, we may have collected personal data from third parties via publicly accessible sources including LinkedIn, Companies House, and news sources. You can object to our processing at any stage; please see section '13. What rights do you have?'.

4.2.3 Client
We may receive personal data about you from other sources including credit information, business partners, and legal and compliance checks, which we add to the personal data we hold to check creditworthiness, prevent fraud, comply with legal obligations, and improve our service.

4.3 Cookies and similar technologies
Cookies are small text files placed on your computer or device. You can access our Cookie Policy at: https://monexglobal.com/netherlands/mesl/legal/cookie-policy.

5. How do we use personal data?

5.1 Website
We primarily use your personal data to interact with you, provide assistance services, facilitate navigation, improve our website and products, and offer content and services that may be of interest to you.

5.2 Marketing
We collect personal data about you to directly market services we legitimately believe will be of interest to you. This data is used exclusively to communicate with you. We may monitor and record communications such as emails and telephone calls for quality assurance, training, fraud prevention, management information, and compliance with relevant laws.

5.3 Client
We collect personal data for onboarding; identifying you and managing accounts; sending contract notes; complying with regulation; processing trades; and statistical and behavioural analysis. We may also monitor and record communications for the same purposes as described above.

6. Who your personal data may be shared with

Provision and development of our services will necessarily involve the sharing of your data with the parties involved, intermediaries, and, in the case of international money transfers, with payee correspondents in the destination country. We may share your personal information with:

• members of the Monex group;
• contractors, sub-contractors, business partners, introducers, suppliers, and/or service providers;
• credit reference agents;
• law enforcement agencies in connection with any investigation to help prevent unlawful activity;
• legal representatives and consultants; and/or
• IT service providers (ClaireLogic, DataArt Solutions, Microsoft Exchange, Microsoft Azure).

7. Your personal data is never sold

Your personal data is never sold and any personal data that is shared is done so in line with the Data Protection Laws. We collect and use personal data to provide a service or product you have requested, to comply with a legal obligation, or based on the legitimate interests of the Monex Group. The legal bases for processing include:

• Consent (Art. 6.1.a GDPR): for specific cases such as ticking the privacy policy acceptance box on website forms.
• Contractual necessity (Art. 6.1.b GDPR): processing necessary for the performance of services, payment, billing, and delivery.
• Legitimate interest (Art. 6.1.f GDPR): for sending newsletters about services, events, and professional news.
• Providing evidence in litigation, compliance with foreign laws, and conducting business in accordance with reasonable market standards.
• Processing personal data in connection with submitting CVs or job applications is based on user consent, which can be withdrawn at any time.

8. How long your personal data will be kept

We retain personal data in accordance with our Data Retention Policy for as long as necessary for the purposes for which it was collected. We may retain data for longer periods when required to comply with legal obligations, respond to claims, or prevent fraud. Specific retention periods include:

• Dissociated data: Retained indefinitely.
• Contact data for marketing purposes: Retained until consent is withdrawn.
• Client data: Depends on the service; minimum necessary period: 4 years plus the current year (Arts. 66 et seq. General Tax Law); 5 years (Art. 1964 Civil Code); 6 years (Art. 30 Commercial Code); 10 years for anti-money laundering (Art. 25 Law 10/2010).
• Contact form data: Retained until your request is satisfactorily completed or until you withdraw consent.

9. Keeping your personal data secure

We store your personal data in a secure environment with appropriate security measures in place to prevent personal data from being lost, accessed, or used in an unauthorized way, including encryption and other forms of security. We limit access to your personal data to those who have a genuine business need to know it.

We have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

Whilst we will use all reasonable efforts to secure your personal data, in using the website you acknowledge the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of personal data that is transferred from you.

10. Transfers of your personal data outside of the EEA

International data transfers involve the flow of personal data from Spain to recipients located in countries outside the European Economic Area. When such transfers occur, we ensure that the receiving entity has an adequate level of protection through safeguards such as standard contractual clauses.

Transfers will be conducted in accordance with one of the following provisions: an adequacy decision by the EU Commission (Art. 45 GDPR); or, in the absence of an adequacy decision, where the transfer is necessary for the performance of a contract in the data subject's interest (Art. 49.1(c) GDPR).

11. Marketing

We may wish to send you information about products, services, and our company that may be of interest, by postal mail, email, or telephone.

11.1 Client: We will ask whether you would like to receive marketing messages on the first occasion that you provide any relevant contact information. If you opt in, you can opt out at any time (see '13. What rights do you have?').

11.2 Potential client: You may be sent marketing information where personal data has been collected and processed in line with the processes described in sections 4.1.2, 4.2.2, and 5.2.

12. Credit Checking

We may do a credit check on you so that we can make credit decisions about you and prevent financial crime. Any such search will be recorded on the files of the credit reference agency.

If you provide false or inaccurate information to us and we suspect fraud, we will record this. We will ask for your explicit consent before any credit search is performed.

13. User Commitments and Third-Party Data Provided by Users

The USER guarantees being of legal age and providing accurate and truthful information. The USER commits to informing Monex Europa, S.L. of any changes to the provided information by email to gdpr@monexeurope.eu.

The USER commits to keeping passwords and identification codes confidential and to notifying Monex Europa, S.L. immediately in case of loss, theft, or unauthorized access. Until such notification is made, Monex Europa, S.L. is not liable for misuse by unauthorized third parties.

If the USER provides personal data of third parties, they guarantee that consent has been obtained and the third parties have been informed. The USER is responsible for any consequences arising from failure to comply with these obligations.

14. What rights do you have?

We would like to make sure you are fully aware of all your data protection rights:

• The right to access – You have the right to request copies of your personal data and how we process it.
• The right to rectification – You have the right to request that we correct inaccurate or incomplete personal data.
• The right to erasure – You have the right to request that we erase your personal data, under certain conditions.
• The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.
• The right to object to processing – You have the right to object to our processing of your personal data, including for marketing purposes.
• The right to data portability – You have the right to request that we transfer your data to another organisation, or directly to you, under certain conditions.

If you make a request, we have one month to respond. You can exercise these rights by email to gdpr@monexeurope.eu or by post to Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 31 – 28020 Madrid, Spain.

You also have the right to lodge a complaint with the Agencia Española de Protección de Datos (AEPD): Calle de Jorge Juan, 6, 28001 Madrid, Spain.

15. Changes to the Privacy Notice

This Privacy Notice was published on 1 January 2021. Last updated on March 3, 2026. We may update or amend this Privacy Notice from time to time. We will notify users of any substantial changes by email (if you have opted to receive emails) and/or a notice on the website header.

16. Contacting Us

If you have any questions about this Privacy Notice or the personal data we hold about you, please contact us:

Email: gdpr@monexeurope.eu
Post: Monex Europa S.L., Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain

17. Complaints

If you have any complaints about this Privacy Notice or the personal data we hold about you, please contact us using the information above.

If you are unsatisfied with our response, you can contact the Agencia Española de Protección de Datos (AEPD):

Contact number: +34 901 100 099
Website: https://www.aepd.es/

18. Security Measures

In accordance with applicable personal data protection regulations, the DATA CONTROLLER complies with GDPR and LOPDGDD provisions. Personal data is processed lawfully, fairly, and transparently, in line with Art. 5 GDPR principles.

The DATA CONTROLLER ensures that appropriate technical and organizational policies are in place to safeguard user rights and freedoms and provides sufficient information to exercise them.

For more information, contact Monex Europa, S.L. at Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain, or email gdpr@monexeurope.eu.

19. Anti-Money Laundering

Monex Europa, S.L., as an obligated entity, complies with Law 10/2010 of April 28 on the prevention of money laundering and terrorist financing.

Under these regulations, and pursuant to GDPR Art. 14, Monex Europa, S.L. has registered your personal data related to your relationship with the company to comply with Art. 4 of Law 10/2010 (beneficial owner identification). The data is stored in Monex Europa, S.L. files (B56461320) exclusively to fulfil AML obligations and will be retained as required by law.

According to Art. 32 of Law 10/2010, consent from the data subject is not required for this processing.

Our website uses cookies.

This site uses cookies. Some are 'essential' to keep our website secure and to provide our users with requested information. Others help us improve your online experience and track website performance. By using our website, you accept essential cookies, although you can opt-out of using other non-essential cookies if you wish.

What is a Cookie?

A "cookie" is a small text file used on a website to make a user's experience more efficient.

This site uses different types of cookies. Some of them are essential while others help us improve your online experience and track website performance.

The necessary 'essential' cookies are used to keep our website secure and necessary to provide our users with requested information. Other 'non-essential' cookies are used for analytics, identify a user when returning to our website, and/or may be placed by third parties services that appear on our pages. Without certain cookies, we are unable to provide some services that you might request. By using our website you accept 'essential' cookies, although you can opt in or opt out of using other non-essential cookies.

You can at any time change or withdraw your consent from the Cookie Declaration on our website.

Learn more about who we are, how you can contact us and how we process personal data in our Privacy Notice.

Your consent applies to the following domains: www.monexglobal.com

Cookie declaration last updated on 3/4/26 by Cookiebot.

Essential (1)

Necessary 'essential' cookies help make our website usable by enabling basic functions including page navigation and access to secure areas of the website. This website cannot function properly without these cookies.

Marketing (5)

Marketing cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers.

Unclassified (1)

Unclassified cookies are cookies that we are in the process of classifying, together with the providers of individual cookies.

Regulatory Information

Monex Europa S.L. is authorised and regulated by the Bank of Spain as a payment institution (register number 6890). We operate in strict compliance with applicable Spanish and European legislation governing payment services and foreign exchange, including the Payment Services Directive (PSD2) and MiFID II requirements as applicable.

Client Fund Protection

In accordance with applicable regulatory requirements, client funds are held separately from the own funds of Monex Europa S.L. in segregated accounts at authorised credit institutions. This segregation ensures the protection of your funds in the event of the firm's insolvency.

Disclosure Documents

Regulatory client information documents are available for download below. These documents contain important information about our services, fees, rights and regulatory obligations.

Terms & Conditions

These Terms and Conditions govern the contractual relationship between you and Monex Europa S.L. in connection with the provision of foreign exchange and international payment services. By using our services, you agree to be bound by these terms as updated from time to time. We recommend that you read the document carefully in your preferred language before engaging our services.

The documents are available for download in the following languages:

At Monex Europa S.L. ("MESL"), we are committed to providing exceptional service, with the aim of offering the best results to our clients. If you are dissatisfied with any aspect of MESL, whether it be our products or services, or because you believe that the behavior received is not in line with our values and principles, internal regulations, or applicable regulations, we encourage you to let us know so that we can address your concerns promptly and remedy the situation.

Who can file a report?

Whistleblowers, and therefore those who may file reports through the Whistleblower Channel, are considered to be those individuals who have a relationship with the Company's activities, including: employees (temporary or permanent), interns, applicants, customers, suppliers, consultants, and volunteers.

What incidents can I report?

As a whistleblower, you can report confidentially, and anonymously if you wish, any suspicion and/or behavior that may be contrary to our principles and values set out in our Code of Conduct, internal regulations, or applicable legislation.

How do I report?

You can report through the following Whistleblowing Channels:

1. Contact your dedicated account manager directly via phone or email.
2. Email: canaldedenuncias.mesl@monexeurope.com
3. Via post, to the following address:
   To: Responsable del Canal Interno de Información
   Torre Picasso. Plaza Pablo Ruiz Picasso 1. 28020, Madrid (España)
4. Online form: Complete form
5. Ask for an in-person or online meeting with the Responsible of the Internal Information System.
6. Phone: +34 919 032 784

Additionally to these communication channels, you can contact the external communication channels available.

What should I include in the report?

In order to ensure a proper and efficient investigation of the facts, you must clearly provide the following information:

• Location of the reported events;
• Identification of the individuals involved in the events;
• Description of the reported conduct;
• Your relationship with MESL;
• Attach any documents or files that may be considered evidence;
• Any other relevant information that may help in the investigation and resolution of the situation.

What guarantees do I have as a whistleblower?

You will have the following guarantees at all times:

• You will be able to make anonymous reports, and this anonymity will be guaranteed throughout the entire process.
• Both your identity and the information shared throughout the process will be treated with absolute and strict confidentiality.
• The Responsible of the Internal Information System will be the recipient of your communication and will conduct the investigation autonomously, objectively, and independently of the Company and its other bodies.
• Provided that you make the communication in good faith, the Company will not take any kind of reprisals against the whistleblower.
• You will be informed of the final result of the investigation by means of a reasoned decision.

What is the process?

1. Acknowledgment of receipt of the communication

• Once we receive your communication, we will confirm receipt within 7 calendar days.
• We will indicate the expected response time, which may be up to 3 months from the confirmation of receipt, except in cases of special complexity, in which the period may be extended for up to an additional 3 months.

2. Investigation

• The System Manager will analyze the case independently, objectively, and impartially to ensure that it is handled honestly, reasonably, and in line with our regulatory obligations.
• If the Responsible of the Internal Information System considers it necessary to obtain any clarification or additional information to carry out the investigation, they will contact you provided that this does not compromise the confidentiality of the proceedings.
• The confidentiality of the proceedings and your identity, in the case of a non-anonymous complaint, is guaranteed throughout the process.

3. Final response

Once the investigation is complete, we will send you our written response highlighting:

• The details of our analysis
• The incidents detected and the remedial actions taken
• Our final decision

When can I expect a response?

Once we have completed our analysis, we will provide you with a written response, explaining our reasons, within a maximum of three months from the date of receipt of your communication, except in particularly complex cases that require an extension of the deadline, in which case it may be extended for a maximum of three additional months.

If you do not receive an acknowledgment of receipt of the communication, the period will begin 7 calendar days after the communication is made by the informant.

What options do I have if I am not satisfied with the result?

In addition to the Company's Whistleblowing Channel, you can use the following external communication channels, among others, to report suspicious and/or irregular conduct:

• Autoridad Independiente de Protección al Informante (A.A.I.): https://www.proteccioninformante.gob.es/
• Autoridades u órganos autonómicos correspondientes
• Banco de España: https://sedeelectronica.bde.es/

For more information on our Whistleblowing Channel procedure, please request our Policy.

INFORMATION SOCIETY SERVICES ACT (LSSI)

Monex Europa, S.L., the person responsible for the website, hereinafter the CONTROLLER, makes this document available to users, which is intended to comply with the obligations provided in Act 34/2002 of 11 July, on Information Society and Electronic Commerce Services (LSSICE), Spanish Official State Journal No. 166, as well as informing all website users of the conditions of use.

Any person who accesses this website acquires the status of user, and as such undertakes to strictly observe and comply with the provisions provided herein, as well as any other applicable legal clause. Monex Europa, S.L. reserves the right to modify any type of information that may appear on the website, and is not obliged to give prior notice or inform users of such obligations, with publication on the website of Monex Europa, S.L. being understood as sufficient.

1. IDENTIFICATION DATA

Domain name: https://monexglobal.com/netherlands/mesl
Commercial name: Monex
Company name: Monex Europa, S.L.
TIN: B56461320
Registered address: Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid (Madrid)
Telephone: 34 911430020
Email: gdpr@monexeurope.eu

2. INTELLECTUAL AND INDUSTRIAL PROPERTY RIGHTS

The website, including but not limited to its programming, editing, compilation and other elements necessary for its operation, the designs, logos, text and/or graphics, are owned by the CONTROLLER or, if applicable, they expressly holds a license or an express authorisation by the authors. All website contents are duly protected by intellectual and industrial property laws, and are registered in the corresponding public registries.

Regardless of their intended purpose, the total or partial reproduction, use, exploitation, distribution and commercialisation, requires in any case the prior written authorisation from the CONTROLLER. Any unauthorised use is considered a serious breach of the author's intellectual or industrial property rights.

The designs, logos, text and/or graphics not belonging to the CONTROLLER and which may appear on the website, belong to their respective owners who are liable for any possible dispute that may arise regarding them. The CONTROLLER expressly authorises third parties to redirect to the specific content of the website, and in any case to redirect to the main website of https://monexglobal.com/.

The CONTROLLER acknowledges the corresponding intellectual and industrial property rights in favour of their owners, and any mention or appearance on the website does not imply the existence of any rights or responsibility whatsoever over them, nor does it imply any endorsement, sponsorship or recommendation by the website.

Comments regarding any possible breach of intellectual or industrial property rights, as well as regarding the contents of the website, can be made by contacting gdpr@monexeurope.eu.

3. EXEMPTION FROM LIABILITY

The RESPONSIBLE disclaims any liability for the information published on its website provided that it has no actual knowledge that this information has been manipulated or introduced by a third party external to it or, if it has, has acted diligently to remove the data or make it impossible to access them.

Use of Cookies

This website uses technical cookies (small files with information that the server sends to the computer of the website user) in order to carry out certain functions considered necessary for the correct functioning and preview of the website. In any case, the cookies used are temporary, with the sole purpose of making navigation of the site more efficient, and disappear at the end of the user's session. Under no circumstances do these cookies themselves provide personal data and will not be used for the collection of such data.

Through using cookies, it is also possible for the server where the website is located to recognise the browser used by the user in order to make navigation easier, allowing, for example, users who have previously registered to access the areas, services, promotions or contests reserved exclusively for them without having to register on each visit. They may also be used to measure the audience or traffic parameters, monitor the progress and number of entries, etc. In these cases, the cookies used are technically non-essential but beneficial to the user.

This website will not install non-essential cookies without previous user consent.

This website uses our own cookies and third-party cookies for analytical purposes and to display personalised advertising based on a profile drawn from your browsing habits (e.g. pages visited). All users who visit the website are informed of the use of these cookies by means of a floating banner. If its use is accepted, the banner will disappear, although it is possible to revoke consent and to obtain more information at any time by consulting our Cookies Policy.

The browser may be configured by the user to alert them of the reception of cookies and to prevent their installation on their computer. For further information, please consult the instructions of your browser.

Link policy

The user of this website may be redirected to content from third party websites. Since the CONTROLLER cannot always control the contents of third party websites, they do not assume any type of responsibility with respect to said contents. In any case, the CONTROLLER will immediately remove any content that may be in breach of national or international laws, morality or public order, and will immediately remove the redirection to this website, informing the competent authorities of the content in question.

The CONTROLLER will not be responsible for the information and content found, including but not limited to, in forums, chats, blog generators, comments, social networks or any other means that allows third parties to publish content independently on the website of the CONTROLLER. However, and in accordance with Acts 11 and 16 of the LSSICE, third party content is made available to all users, authorities, and law enforcement bodies collaborating directly on the withdrawal or blocking of all content that may affect or violate national or international law, third party rights or public morals and public order. In the event that the user considers there to be any content on the website that could be considered as such, please notify the website administrator immediately.

This website was revised and tested to enable its correct functioning. In principle, proper functioning can be guaranteed 365 days a year, 24 hours a day. However, the CONTROLLER does not rule out the possibility of there being certain programming errors, or that force majeure, natural disasters, strikes or similar circumstances may occur that make accessing the website impossible.

IP Addresses

The website servers can detect automatically the IP address and the domain name used by the user. An IP address is a number assigned automatically to a computer when connected to the Internet. All of this information is recorded in a duly registered system log on the server that allows the subsequent processing of the data in order to obtain only statistical measurements that show us the number of page hits, the number of visits made to the web servers, the order of visits, the access point, etc.

4. APPLICABLE LAW AND JURISDICTION

Spanish legislation shall apply to the resolution of all disputes or questions related to this website or the activities carried out therein, to which the parties expressly submit themselves, and the Courts and Tribunals of the USER's domicile or the place of fulfilment of the obligation shall be competent for the resolution of all disputes arising from or related to its use.

These terms and conditions, together with any documents referred to herein, set out the terms under which you may use this website, [www.monexeurope.eu/memsv] ("Our Site"). Please read these terms carefully and ensure you understand them. You are deemed to accept these terms after your first use of Our Site. If you do not accept, you must stop using Our Site immediately.

1. Definitions and Interpretation

"Personal Data" means all data relating to an identifiable person who can be identified directly or indirectly from those data, including definitions per EU Regulation 2016/679 (GDPR) and Spanish Organic Law 3/2018.

"We/Us/Our" refers to Monex Europe Markets S.V., S.A.U., a company incorporated in Spain with company number A16789208, whose registered address is Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid, Spain.

3. Information About Us

3.1 Our Site is operated by pacwebhosting.uk Ltd, a UK limited company whose registered address is International House, 61 Mosley Street, Manchester, M2 3HZ.

3.2 Our Site is maintained by Cogent Design Limited, a limited liability company incorporated in England with company number 03698789, registered address 6b Parkway, Porters Wood, St Albans, Hertfordshire, AL3 6PA.

3.3 Our VAT number is A16789208.

3.4 Data protection / GDPR queries: consultas.memsv@monexeurope.eu / +34 911 43 00 20 / Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid.

3.5 We are authorised and regulated by the CNMV as an investment services firm ("Sociedad de Valores") with official registration number 321.

4. Access to Our Site

4.1 Access is free.

4.2 You are responsible for making arrangements to access Our Site.

4.3 We may alter, suspend, or withdraw Our Site without notice and accept no liability for unavailability.

5. Intellectual Property Rights

All content is owned by or licensed to us. You may view, download (for caching), print, and save pages for personal, non-commercial use only. Commercial use requires explicit written permission. You must acknowledge our ownership of the content.

6. Links to Our Site

Linking is permitted provided it is lawful, fair, and not suggestive of endorsement. Deep-linking and framing require express written permission. Prohibited source sites include those containing sexually explicit material, unlawful content, violence, discrimination, harassment, or deception.

7. Links to Other Sites

Third-party links do not imply endorsement. We accept no responsibility for external content.

8. Disclaimers

Content is provided "for general information purposes only." No warranties are given regarding completeness, accuracy, compatibility, or security, though we make reasonable efforts to keep information current.

9. Liability

We exclude all liability for losses arising from use of the site or reliance on its content. Business users are specifically excluded from claims for lost profits, revenue, goodwill, or business interruption. We assume no liability for viruses, malware, or denial-of-service attacks. Exclusions do not apply to fraud, death, or personal injury caused by our negligence.

10. Viruses, Malware and Security

You must not introduce malicious code, attempt unauthorized access, or conduct denial-of-service attacks. Breaches may be criminal offences and will be reported to relevant authorities.

11. Acceptable Usage Policy

Use must comply with all applicable laws. Prohibited: unlawful/fraudulent activity, malware transmission, and content intended to harm persons. Violations may result in suspension, legal action, or disclosure to law enforcement.

12. Privacy and Cookies

Governed by our Cookie Policy and Privacy Policy, both incorporated by reference.

13. Changes to Terms

Terms may be altered at any time. Changes are binding from next use. Check periodically.

14. Contacting Us

Email: consultas.memsv@monexeurope.eu or use the contact page at https://monexglobal.com/contact.

15. Data Protection

Personal information collected per GDPR. Data may be used to respond to user communications.

16. Law and Jurisdiction

Governed by EU and Spanish law. Consumers: Spanish courts per residency. Businesses: exclusive Spanish court jurisdiction.

In compliance with Order ECO/734/2004 of 11 March on Customer Service Departments and the Customer Ombudsman of financial entities, Monex Europe Markets S.V., S.A.U. makes available this section to summarise the most relevant information regarding the handling of complaints and claims.

Monex has a specialised and autonomous Customer Service Department (SAC) responsible for protecting the legitimate rights and interests of customers in their relationships with the Company, handling complaints and claims submitted directly or by representation by all natural or legal persons, Spanish or foreign, who qualify as Monex customers.

Submitted complaints and claims must be resolved within two months of receipt by the SAC.

How to File a Complaint

By Mail:
Monex Europe Markets S.V., S.A.U.
Picasso Tower, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid
Attn. Customer Service Department

By Email: consultas.memsv@monexeurope.eu

Required Information

Complaints must include:

• Full name, address of the customer (and representative if applicable), with copy of DNI/passport/NIE
• Clear description of the complaint, specifying the issues on which a ruling is requested
• Department or service where the events giving rise to the complaint occurred
• Information about what the customer considers Monex should do to remedy or compensate for the harm caused
• Confirmation that the matter is not under administrative, arbitral, or judicial review
• Place, date, and signature
• Supporting documentary evidence

Escalation Options

If dissatisfied with the SAC response, or after two months without a response, customers may contact the CNMV Claims Service:

• Web: https://www.cnmv.es/portal/inversor/reclamaciones.aspx
• Madrid: c/Edison, 4, 28006
• Barcelona: c/Bolivia 56 (4ª planta), 08018

Customers must exhaust Monex's internal process before escalating to the CNMV.

1. Organization Identity

Monex Europe Markets S.V., S.A.U. acts as data controller under GDPR (2016/679) and Spanish data protection laws including Organic Law 3/2018.

2. Policy Scope — What This Privacy Notice Covers

This notice applies to three contexts:

1. Personal data processed when you visit and use our website
2. Any natural person contacted through our direct marketing strategy by phone or email
3. Personal data processed to service our potential and existing clients

3. Data Protection Principles

Personal data must be: used lawfully, fairly and transparently; collected only for valid purposes clearly explained; relevant and limited to what is necessary; accurate and up to date; retained only as long as necessary; and kept securely.

4. Data Collection

4.1 Website: browser type and settings, log data (referring page, pages visited, time spent, search terms, IP address, access dates/times, statistics), interaction history with web pages.

4.2 Marketing: call logs, email exchanges with staff.

4.3 Clients (at registration): full name, email address, phone number, address, nationality, date of birth, identification documents and signature. During the commercial relationship: account activity including payment instructions, communications with staff, use of online portals.

4.4 From Other Sources: name, date of birth, country of residence, corporate email, profession — collected from LinkedIn, Companies House, news sources for marketing; credit information, references, and legal and compliance checks for clients.

4.5 Cookies: See separate Cookie Policy.

5. Data Usage

5.1 Website: interact with users; provide support services; facilitate navigation; improve site and products; offer content and services of interest.

5.2 Marketing: direct marketing of services of legitimate interest; monitoring and recording of emails and calls for quality assurance, training, fraud prevention, statistical data collection, and regulatory compliance.

5.3 Clients: registration; identification and account management; sending contractual notes; regulatory compliance; processing transactions; statistical and behavioural analysis; quality assurance; training; fraud prevention.

6. Data Sharing

Data may be shared with: group companies and affiliates; contractors, subcontractors, business partners, introducers, service providers; credit reference agencies; law enforcement bodies; legal representatives and consultants; IT processors (ClaireLogic, DataArt Solutions, Microsoft Exchange, Microsoft Azure). Data is never sold.

7. Legal Basis

Processing occurs under: service fulfillment, legal obligation, legitimate interests (marketing, dispute evidence, regulatory compliance, business operations), and consent (for direct marketing per Law 34/2002).

8. Data Retention

Retained per the Data Retention Policy and contract lifecycle. Extended periods apply for legal/regulatory requirements and fraud prevention. Data is destroyed, erased, or anonymized when no longer needed.

9. Security

Encrypted storage; limited access; confidentiality obligations; breach notification procedures. Internet transmission cannot guarantee complete security.

10. International Transfers

Data may transfer outside the EEA with appropriate safeguards such as standard contractual clauses.

11. Marketing Communications

Clients are asked at registration. Potential clients are processed per the marketing sections above. Recipients may unsubscribe at any time.

12. Credit Checking

Credit searches recorded with reference agencies. Personal account conduct may be disclosed to agencies. Other credit businesses may use data for credit decisions, tracing debtors, and fraud detection.

13. User Rights

• Right of access: copies of personal data and processing details
• Right of rectification: correct inaccurate or incomplete data
• Right of erasure: deletion under certain conditions
• Right to restrict processing
• Right to object to processing (including marketing)
• Right to data portability
• Right to lodge complaint with AEPD (Agencia Española de Protección de Datos), Calle de Jorge Juan 6, 28001 Madrid

Response deadline: one month.

14. Policy Updates

Last updated 1 July 2024. Changes notified via email or website notice.

15. Contact Information

Email: gdpr@monexeurope.eu
Address: Torre Picasso, Plaza Pablo Ruiz Picasso 1, 28020 Madrid, Spain
Data Protection Officer: RS SERVICIOS JURÍDICOS S.L. — dpo@rsprivacidad.es

16. Complaints

Contact via above details; escalate to AEPD if unsatisfied (+34 901 100 099 / aepd.es).

17. Mandatory vs Optional Data

Fields marked with asterisks (*) are mandatory. Other fields are voluntary. All requested data is necessary for optimal service provision.

18. Security Compliance

The organisation implements GDPR and LOPDGDD technical and organisational measures protecting user rights and freedoms.

Cookie Information

In accordance with Law 34/2002 of 11 July on Information Society Services and Electronic Commerce (LSSI), and in relation to EU Regulation 2016/679 (GDPR) and Organic Law 3/2018 (LOPDGDD), the express consent of the user must be obtained for all websites that use non-essential cookies before the user browses them.

Our website uses cookies. The cookies on this website are used to personalise content and advertisements, to provide social media features and to analyse traffic. We also share information about your use of the website with our social media, advertising and web analytics partners, who may combine it with other information that you have provided to them or that they have collected from your use of their services.

What Are Cookies?

Cookies and other similar technologies such as local shared objects, flash cookies or pixels are tools used by web servers to store and retrieve information about their visitors, and to ensure the correct functioning of the site. Through the use of these devices, the web server is able to remember some data concerning the user, such as their preferences for viewing the pages of that server, name and password, products that interest them most, etc.

This site uses different types of cookies:

• Essential cookies: used to keep our website secure and necessary to provide our users with the information requested.
• Non-essential cookies: used for analytics, to identify a user when they return to our website and/or may be placed by third-party services appearing on our pages.

Cookies Subject to Regulation and Exempted Cookies

According to the EU directive, the cookies that require informed consent from the user are analytics cookies and advertising and affiliate cookies, while technical cookies and those necessary for the operation of the website or the provision of services expressly requested by the user are exempt.

By using our website, you accept "essential" cookies, although you may choose whether or not to use other non-essential cookies.

Monex Europe Markets S.V., S.A.U. is authorised and regulated by Spain's CNMV as an Authorised Investment Firm (Firm Licence Number 321). The firm executes foreign exchange derivatives over-the-counter on a matched principal, execution-only basis with professional clients. FX derivative contracts are subject to MiFID II or EMIR and their transposition into Spanish law through Royal Decree 4/2015 (October 23) on the Securities Market.

Risk Disclosure: Foreign exchange transactions can place your capital at significant risk. Additional margin payments may be required to maintain positions.

MEMSV is an independent subsidiary of Monex International Markets plc, which is part of Monex S.A.P.I. de C.V. ("Monex"), an investment-grade institution.

Available Documents

The following regulatory documents are available for download:

Services provided by Monex Europe Markets S.V., S.A.U. are regulated financial instruments for Professional Clients only. Foreign Exchange transactions can place your capital at significant risk. Further margin payments may be required to maintain positions. Regulated by CNMV (Firm Licence Number 321) as an Authorised Investment Firm executing FX Derivatives OTC on a matched principal, execution-only basis with professional clients/eligible counterparties. FX derivative contracts are subject to MiFID II or EMIR transposed into Spanish law through Royal Decree 4/2015.

MEMSV is an independent subsidiary of Monex International Markets plc, part of Monex S.A.P.I. de C.V., an investment-grade institution.

Available Documents

The full Terms & Conditions are available for download in the following documents:

As an authorised investment firm operating under MiFID II, Monex Europe Markets S.V., S.A.U. is required to maintain and disclose policies addressing potential conflicts of interest. The firm is regulated by the CNMV and executes FX Derivatives over the counter on a matched principal, execution-only basis with professional clients/eligible counterparties.

Available Document

The full Conflict of Interest Policy summary is available for download:

At Monex Europe Markets S.V., S.A.U. ("MEMSV"), we are committed to providing exceptional service, with the aim of offering the best results to our clients. If you are dissatisfied with any aspect of MEMSV, whether it be our products or services, or because you believe that the behavior received is not in line with our values and principles, internal regulations, or applicable regulations, we encourage you to let us know so that we can address your concerns promptly and remedy the situation.

Who can file a report?

Whistleblowers, and therefore those who may file reports through the Whistleblower Channel, are considered to be those individuals who have a relationship with the Company's activities, including: employees (temporary or permanent), interns, applicants, customers, suppliers, consultants, and volunteers.

What incidents can I report?

As a whistleblower, you can report confidentially, and anonymously if you wish, any suspicion and/or behavior that may be contrary to our principles and values set out in our Code of Conduct, internal regulations, or applicable legislation.

How do I report?

You can report through the following Whistleblowing Channels:

1. Contact your dedicated account manager directly via phone or email.
2. Email: canaldedenuncias.memsv@monexeurope.com
3. Via post, to the following address:
   To: Responsable del Canal Interno de Información
   Torre Picasso. Plaza Pablo Ruiz Picasso 1. 28020, Madrid (España)
4. Online form: Canal de Denuncias / Monex Europe Markets S.V., S.A.U. — Complete form.
5. Ask for an in-person or online meeting with the Responsible of the Internal Information System.
6. Phone: +34 919 032 784

Additionally to these communication channels, you can contact the external communication channels available.

What should I include in the report?

In order to ensure a proper and efficient investigation of the facts, you must clearly provide the following information:

• Location of the reported events;
• Identification of the individuals involved in the events;
• Description of the reported conduct;
• Your relationship with MEMSV;
• Attach any documents or files that may be considered evidence;
• Any other relevant information that may help in the investigation and resolution of the situation.

What guarantees do I have as a whistleblower?

You will have the following guarantees at all times:

• You will be able to make anonymous reports, and this anonymity will be guaranteed throughout the entire process.
• Both your identity and the information shared throughout the process will be treated with absolute and strict confidentiality.
• The Responsible of the Internal Information System will be the recipient of your communication and will conduct the investigation autonomously, objectively, and independently of the Company and its other bodies.
• Provided that you make the communication in good faith, the Company will not take any kind of reprisals against the whistleblower.
• You will be informed of the final result of the investigation by means of a reasoned decision.

What is the process?

1. Acknowledgment of receipt of the communication

• Once we receive your communication, we will confirm receipt within 7 calendar days.
• We will indicate the expected response time, which may be up to 3 months from the confirmation of receipt, except in cases of special complexity, in which the period may be extended for up to an additional 3 months.

2. Investigation

• The System Manager will analyze the case independently, objectively, and impartially to ensure that it is handled honestly, reasonably, and in line with our regulatory obligations.
• If the Responsible of the Internal Information System considers it necessary to obtain any clarification or additional information to carry out the investigation, they will contact you provided that this does not compromise the confidentiality of the proceedings.
• The confidentiality of the proceedings and your identity, in the case of a non-anonymous complaint, is guaranteed throughout the process.

3. Final response

Once the investigation is complete, we will send you our written response highlighting:

• The details of our analysis
• The incidents detected and the remedial actions taken
• Our final decision

When can I expect a response?

Once we have completed our analysis, we will provide you with a written response, explaining our reasons, within a maximum of three months from the date of receipt of your communication, except in particularly complex cases that require an extension of the deadline, in which case it may be extended for a maximum of three additional months.

If you do not receive an acknowledgment of receipt of the communication, the period will begin 7 calendar days after the communication is made by the informant.

What options do I have if I am not satisfied with the result?

In addition to the Company's Whistleblowing Channel, you can use the following external communication channels, among others, to report suspicious and/or irregular conduct:

• Autoridad Independiente de Protección al Informante (A.A.I.): https://www.proteccioninformante.gob.es/
• Autoridades u órganos autonómicos correspondientes
• Comisión Nacional del Mercado de Valores (CNMV): https://www.cnmv.es/portal/whistleblowing/presentacion

For more information on our Whistleblowing Channel procedure, please request our Policy.

1. Articles of Association

The Articles of Association of Monex Europe Markets S.V., S.A.U. are available for download at the bottom of this page.

2. Corporate governance regulations and standards of Monex Europe Markets S.V., S.A.U.

The Company has an internal organization Procedure that identifies all administrative and management bodies, as well as all areas that make up the Company, both internal and delegated, and their composition and responsibilities.

The Procedure also establishes, in a clear, appropriate, and proportionate manner the nature, scale, and complexity of the Company's activities, the organizational structure, defining the lines of responsibility and the functions and objectives of each of the areas.

This organizational structure has been approved by the Company's Board of Directors, which supervises its effectiveness, establishing the measures it deems appropriate to remedy any deficiencies it detects.

You can consult our Corporate Governance Manual and Remuneration Policy, where you will find, among other aspects, rules on the Company's corporate governance.3. Organizational structure of the Company

3. Organizational structure of the Company

4. Description of the procedures established for the measurement, management, control, and internal communication of the risks to which Monex Europe Markets S.V., S.A.U. is or may be exposed

The main objective of risk management is to anticipate events that may occur and impact the achievement of the Company's objectives, and to protect its reputation against possible material losses.

The Company's risk control system consists of three distinct levels, which guarantee the independence of control processes and the segregation of duties in risk management:

• First Level: Consists of the Company's front-line employees, who must take extreme precautions in the performance of their assigned duties, comply with established procedures, and immediately report any risk or incident they detect.
• Second Level: consists of the internal control units that report directly to the Company's Board of Directors, that is the Regulatory Compliance Department, the Risk Management Department, and the Internal Audit Unit.
• Third Level: The third level consists of the Company's Board of Directors, which is responsible for establishing and maintaining an adequate and proportionate organizational structure.

5. Internal control mechanisms of the entity

The Company has internal control units, appointed by the Board of Directors, which perform the functions of Regulatory Compliance, Risk Management, and Internal Audit. In order to perform their duties properly, their managers will have the training and authority to promote their independence, their staff will have sufficient knowledge and professional experience, and they will have adequate technical resources at their disposal.

The Regulatory Compliance function, which acts with complete autonomy and independence, is responsible for identifying and monitoring the regulatory risks to which the Company is exposed in all areas. Each year, it prepares and submits to the Company's Board of Directors an annual work plan detailing the actions and reviews it will carry out during the period, as well as the corresponding quarterly and annual reports, in which it mentions and highlights the new risks identified during the period, as well as the control and monitoring measures established.

The Risk Management Department is responsible for identifying and monitoring the operational risks faced by the Company in the course of its business. Each year, it prepares and submits to the Company's Board of Directors an annual work plan detailing the reviews it will carry out during the period, as well as the monitoring, evaluation, and results of the Risk and Control Self-Assessment (RCSA) matrix, in which it identifies, assesses, and establishes mitigating controls for the operational risks identified.

The Internal Audit function, which is independent of all business areas, aims to obtain reasonable assurance that the internal control system as a whole, its procedures, policies, and systems, is functioning properly. It issues an annual Audit Plan, which is approved by the Company's Board of Directors, with the reviews and tests to be carried out during the period. Once the assessment has been carried out, it prepares an annual Audit Report with the results and assessment of the tests, establishing recommendations for the Company. This Report is also reviewed and approved by the Board of Directors.

The Internal Audit function is delegated, by agreement of the Company's Board of Directors, to the entity Aiblu Servicios Profesionales, S.L. (formerly known as Informa Consulting Compliance, S.L.).

6. Composition of the Board of Directors

You can consult our Corporate Governance Manual and Remuneration Policy, which includes, among other aspects, the composition of the Company's Board of Directors.

7. Procedure established to ensure the suitability of the members of the Board of Directors of Monex Europe Markets S.V., S.A.U

You can consult our Corporate Governance and Remuneration Policy Manual, which includes, among other aspects, the procedure established to ensure the suitability of the members of the Company's Board of Directors.

8. Risk Committee and assigned functions of Monex Europe Markets S.V., S.A.U.

On the one hand, the Company has created a Risk Committee whose function will be to ensure that financial and operational risks are adequately mitigated. There is also a Risk Management department that is in constant communication with the Board of Directors.

You can consult the composition of the Company’s Risk Committee in our Corporate governance and remuneration policy Manual.

9. Criteria established by Monex Europe Markets S.V., S.A.U., for the prevention of conflicts of interest

You can consult our Conflict of Interest Policy for the criteria established by the Company for the prevention of conflicts of interest.

10. Information on the solvency and remuneration of Monex Europe Markets S.V., S.A.U.

You can consult our 2025 Public Solvency Report, which includes, among other things, information on remuneration.

11. Remuneration Policy

You can consult our Corporate Governance and Remuneration Policy Manual, where you will find, among other things, information on the Company's remuneration policy. The Manual is available for download at the bottom of this page.

Available Documents

The following documents are available for download:

Information Society Services Act (LSSI)

Monex Europe Markets S.V., S.A.U. operates this website in compliance with Spain's Act 34/2002 regarding Information Society and Electronic Commerce Services. The company reserves discretion to modify website information without advance notice.

1. Identification Data

• Domain: www.monexeurope.eu/en/memsv/
• Commercial Name: Monex
• Legal Entity: Monex Europe Markets S.V., S.A.U.
• Tax ID: A16789208
• Address: Torre Picasso, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid
• Telephone: +34 919 032 784
• Email: gdpr@monexeurope.eu

2. Intellectual and Industrial Property Rights

The website's programming, design, logos, text, and graphics are owned by or licensed to the controller. "The total or partial reproduction, use, exploitation, distribution and commercialisation, requires in any case the prior written authorisation from the CONTROLLER." Third-party intellectual property on the site belongs to respective owners. The controller authorises redirection to specific content and the main website. Disputes: gdpr@monexeurope.eu.

3. Exemption from Liability

Use of Cookies: The site employs technical cookies for navigation efficiency. Non-essential cookies require prior user consent. The company uses first-party and third-party analytical cookies and personalised advertising based on browsing profiles.

Link Policy: The controller disclaims responsibility for third-party website content but commits to removing content violating laws or public order immediately upon gaining effective knowledge.

4. Applicable Law and Jurisdiction

Spanish law governs all disputes. Competent courts: the user's domicile or the place where obligations are fulfilled.