-
Alpari (UK) Limited (in special administration) (the
Company)
Claims Portal FAQs as at 26 February 2015
Please note: the Claims Portal is ONLY for clients of the
Company who are entitled to client money
protection. Clients not entitled to client money protection,
unsecured creditors and other creditors
of the Company cannot use the Claims Portal to submit their
claim and should use the creditor or
professional client statement of claim form provided on the
website (www.kpmg.com.uk/alpari).
The Claims Portal will initially be available for those clients
entitled to client money protection with a
cash balance only as at 9.00 GMT on Thursday 15 January 2015 and
who entered no further trades.
These clients will receive an email confirming that the Claims
Portal is open and that they can log on
to agree their balance. Clients who do not fall into this
initial category will be subsequently
contacted by email to inform them when they will be able to
access the Claims Portal.
Please note: you will be asked to agree your Client Money
Entitlement and Contractual Claim
Amount on the Claims Portal. Agreeing these amounts on the
Claims Portal does not mean that you
will necessarily be paid those amounts in full because the Joint
Special Administrators are not
currently able to confirm whether there will be sufficient funds
in the Client Money Pool to pay out
Client Money Entitlements in full. Agreeing your Client Money
Entitlement means you agree that
this is the sum which the Joint Special Administrators will use
to calculate how much money from
the Client Money Pool will ultimately be returned to you.
Agreeing your Contractual Claim Amount
means you agree the amount of any unsecured contractual claim
you may have against the
Company arising out of your Client Agreement.
Note that any amount which you recover from the Client Money
Pool under your Client Money
Entitlement will reduce the value of your Contractual Claim
Amount by an equivalent amount. As
a result, you cannot recover both the full amount of your Client
Money Entitlement and the full
amount of your Contractual Claim Amount.
Access to the Claims Portal
Q. Why have I not received an email?
A. Due to the volume of clients (over 100,000) and complexities
regarding the close out of trades
after 9.00 GMT on Thursday 15 January 2015, the Claims Portal is
being opened on a staggered basis.
In the first wave, the majority of clients who had only a cash
balance as at 9.00 GMT on Thursday 15
January 2015 and who did not enter into further trades will be
able to access the Claims Portal. The
Joint Special Administrators will subsequently email remaining
clients to inform them when they are
able to access the Claims Portal. The website will also be
regularly updated.
Q. I didnt have a MyAlpari account. How do I access the Claims
Portal?
A: The Claims Portal has the capability to register new users
who did not have a MyAlpari account. In
the login screen of the Claims Portal, you should select the
Registration tab and enter the email
address that you provided when you registered with the Company,
then click the Continue button.
The Claims Portal will send a link to your email address. Please
click on the link and you will be
requested to provide a new password. Once successful, you will
be able to login to the Claims Portal
with the email address and the new password.
file:///C:/Users/jdempster1/AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/A0LAAJ9Y/www.kpmg.com.uk/alpari
-
Q. I do not have access to my registered email. What do I
do?
A. If you had a MyAlpari account and you fall into the category
that has access to the Claims Portal
(currently, only those set out above), you should be able to use
your normal MyAlpari log in details
to access the Claims Portal.
If you did not have a MyAlpari account and you fall into the
category that has access to the Claims
Portal (currently, only those set out above), please email
[email protected].
Q. I cannot login to the Claims Portal. What do I do?
A. If you have not received an email informing you that you are
able to log onto the Claims Portal to
agree your claim you will not have access at this stage. You
will receive an email when you are able
to login.
If you have received an email and are having problems logging in
please refer to the question and
answer below.
Q. My MyAlpari login is not working. What do I do?
A: When you login to the Claims Portal, please make sure that
you enter the same email address that
you used during registration with MyAlpari. If this does not
work, and none of the other FAQs assist
you please email [email protected] including full
details of your login problem.
Q. How do I change my password?
A: The Claims Portal allows you to reset your password. In the
login screen of the Claims Portal,
when you type in an incorrect password, a link to reset your
password will pop up. Similarly, if you
select forgot password the link will be provided. On clicking
this link, you will be requested to
enter your email address. A separate link will be sent to your
email address that will allow you to
reset your password.
Q. I do not fall into the category of being able to access the
Claims Portal. Am I at a disadvantage?
A. No. The Joint Special Administrators are working to provide
all clients with a Client Money
Entitlement in the Client Money Pool the ability to agree their
account balance(s) as soon as possible
and will email clients when they can access the Claims
Portal.
All clients with a Client Money Entitlement, regardless of when
they are able to access the Claims
Portal, will retain the ability to agree their account
balance(s) and the amounts of their Client Money
Entitlement and Contractual Claim Amount. Any distribution from
the Client Money Pool will make
provision for all clients who may have a claim into the Client
Money Pool, not only those who have
had the ability to agree their claim with the Joint Special
Administrators.
mailto:[email protected]
-
Claim
Q. What does agreeing my claim mean?
A. Agreeing your claim means that you agree the balance on your
accounts and the amounts of your
Client Money Entitlement and Contractual Claim. The balance(s)
and amounts that you agree will be
used to calculate any distribution made from the Client Money
Pool and, if applicable, the general
estate.
Q. How do I agree my claim amount?
A. To agree your claim, please log on to the Claims Portal and
tick that you agree each of your
account balances. After you have done that, please continue
through the website, agree the terms
and conditions and click confirm.
Q. How do I dispute my claim amount?
A. To dispute your claim, please log on to the Claims Portal and
do not tick the boxes under Agree.
You will then be asked to provide reasons to substantiate your
dispute and will have the opportunity
to upload documents to support your dispute. Once you have
submitted your dispute, the Joint
Special Administrators will review your reasons and the
documents you have supplied and advise
you of the outcome as soon as possible by email.
Q. How do I waive my claim?
A. If you do not wish to pursue your claim and therefore decide
to waive it, please log on to the
Claims Portal. On the Consolidated Account Summary Balance
screen under your account summary
is the option to Waive my claim. Please click on this button if
you wish to waive your claim. You
will then be prompted to confirm your selection. Please note: if
you decide to waive your claim, you
will be unable to make any claims on or against the Company
including any claim to any monies in
the Client Money Pool and any contractual claim or otherwise
both now and at any time in the
future.
Additionally, if you waive your claim, you will no longer
receive any further communications from
the Company or the Joint Special Administrators.
Q. Not all my accounts are included in the summary. What do I
do?
A. To submit a claim, each client first needs to agree to all
their account balance(s) in the Claims
Portal. If any of your accounts are missing you must inform the
Joint Special Administrators. To do
this, on the Consolidated Account Summary Balance screen please
do not tick the box to confirm
that [the above includes all my account balances.] This will
then allow you to submit a comment
and enable you to upload documents to allow the Joint Special
Administrators to investigate the
other account(s) you may hold.
-
Q. I have no claim. Why have I received an email?
A. The Joint Special Administrators are required to contact
everyone who may have a claim into the
Client Money Pool. According to the Companys records you are a
client of the Company and
therefore the Joint Special Administrators have a statutory duty
to write to you.
If you believe you do not have a claim, please log on to the
website and either agree your claim as
zero or waive your claim (as described above). Please note that,
should you do this, you will be
unable to make any claims on or against the Company including
any claim to any monies in the
Client Money Pool and any contractual claim or otherwise both
now and at any time in the future.
You will also no longer receive any further communications from
the Company or the Joint Special
Administrators.
Q. How do I view my statement(s)?
A. Please log onto the Claims Portal to view your statement(s)
as at 19 January 2015. For users with
MetaTrader accounts, the statement(s) will show your
transactions for the period 1 to19 January
2015.
For users with Currenex accounts, the Claims Portal will provide
access to an equity report for each
Currenex account detailing all cash movements from 15 January
2015 until 19 January 2015. Please
note that the cash movements for Sunday, 18 January 2015 will be
included in the 19 January 2015
report.
We will not be providing statements for prior periods on the
Claims Portal. All clients should have
received statements by email on a monthly basis and we ask that
you refer to these statements if
you need to view earlier transactions.
Q. What is the difference between client money entitlement and
contractual claim?
A. Client Money Entitlement is the sum which will be used by the
Joint Special Administrators as the
basis to calculate how much client money from the Client Money
Pool will ultimately be returned to
you and is based on your client account balances. The funds in
the Client Money Pool will in due
course be distributed to clients so that you receive an amount
which is proportional to your Client
Money Entitlement. The Joint Special Administrators are not
currently able to confirm whether
there will be sufficient funds in the Client Money Pool to pay
out your Client Money Entitlement in
full.
Clients have, notwithstanding their Client Money Entitlement, an
unsecured contractual claim
against the general estate of the Company. This will also be
based on your client account balances.
Please note that any amount which you recover from the Client
Money Pool under your Client
Money Entitlement will reduce the value of your Contractual
Claim Amount by an equivalent
amount. As a result, you cannot recover both the full amount of
your Client Money Entitlement
and the full amount of your Contractual Claim Amount.
Q. Why are there two different exchange rates used?
A. The designation of the Client Money Pool is US dollars.
Therefore, all Clients' account balances
which were not held in US dollars are required to be converted
into US dollars. This is, by law, at the
-
spot rate prevailing at the time of the appointment of the Joint
Special Administrators, which is 2.45
pm, GMT, on 19 January 2015.
The designation of the general estate is pound sterling.
Therefore all claims in the general estate of
Alpari (UK) Limited are required to be converted into pounds
sterling. This is, by law, at the official
exchange rate, which is the mean of the buying and selling spot
rates prevailing in the London
market as published at the close of business on 19 January
2015.
Q. Why are the client money entitlement and contractual claim in
different currencies?
A. In order to calculate your Client Money Entitlement, the
Joint Special Administrators are required
by law to convert each of your account balances into a common
currency. The majority of both
client funds and client claims were held in US dollars.
Your contractual claim is a claim into the general estate. The
Investment Bank Special Administration
(England and Wales) Rules 2011 require that the general estate
is denominated in pounds sterling.
Q. I have agreed my claim. When can I expect a distribution?
A. The Joint Special Administrators will provide an update to
all clients via the website when they
intend to make a distribution from the Client Money Pool and/or
general estate.
FSCS
Q. Can I assign to the FSCS without agreeing my claim?
A. No, prior to assigning your claim to the FSCS you need to
agree your claim with the Joint Special
Administrators. The FSCS will not take assignment of any claim
unless it is agreed in full with the
Joint Special Administrators. To agree your claim, please log on
to the Claims Portal and complete
the claims process.
Q. What does assigning to the FSCS mean?
A. The FSCS is the compensation fund of last resort for
customers of financial services firms
authorised in the United Kingdom. It protects consumers if an
authorised firm, like the Company,
becomes insolvent and cannot return money or investments to its
customers. It describes this as
"being in default".
If you have assigned all your claims to the FSCS, for eligible
claims the FSCS can pay up to 50,000 in
compensation per person. By assigning your claims, you are
enabling the FSCS to 'stand in your
shoes' and therefore enable it to seek to recover all or part of
the compensation in the Special
Administration. If you would like more information about the
FSCS, you should visit their website at
http://www.fscs.org.uk.
http://www.fscs.org.uk/
-
Q. I have agreed my claim amount and have said I intend to
assign to the FSCS, what happens
now?
A. The Joint Special Administrators will pass the details of
clients who have agreed their claim to the
FSCS. You will be contacted by the FSCS in due course. There is
no need for you to contact the FSCS.
Q. I have agreed my claim amount and said I do not intend to
assign it to the FSCS but have
changed my mind. Can I still assign my claim to the FSCS?
A. Yes, if you have agreed your claim with the Joint Special
Administrators and are eligible to assign
your claim to the FSCS you may still assign your claim.
Confirmation
Q. I am unsure if I have submitted everything required. How can
I check?
A. If you have done everything required, when you log back onto
the Claims Portal you will see a
summary position of your claim. Additionally, you will receive
an email confirming the status of your
claim within 48 hours of submission.
Q. I have completed everything on the Claims Portal but I have
not received an email. What should
I do?
A. If you have not received an email 48 hours after submitting
your claim please email
[email protected]
Q. I cant remember what balance I agreed to. How do I view
it?
A. If you log back onto the Claims Portal you will be able to
view a summary position of your claim
and your individual account statements for the periods detailed
above.
Q. I need my latest statement. Where can I find it?
A. You can access your account statement(s) for the periods
detailed above through the Claims
Portal. We will not be providing statements for prior periods on
the Claims Portal. All clients should
have received statements by email on a monthly basis and we ask
that you refer to these statements
if you need to view earlier transactions.
Disputed balance
Q. I have disputed my balance and have submitted the requested
documents. How long until you
will contact me?
A. The Joint Special Administrators will endeavour to provide an
update on your balance within 10
business days of submission.
mailto:[email protected]
-
Q. I have disputed my balance and would like to submit more
documents for consideration. What
do I do?
A. Please log back onto the Claims Portal and select change when
you are presented with your
account summary. From here you will need to dispute your
balance(s) again and then on the next
screen you will be able to upload further documents. Please
ensure that you continue to confirm
that you have uploaded more documents.
Q. I disputed my balance but have now decided I no longer want
to pursue the dispute. How do I
change my mind and now agree my claim?
A. Please log back onto the Claims Portal and, when you are
presented with your account summary,
select change. You will then be able to agree your account
balances and continue with the claims
process.
Personal details
Q. How do I change my personal details?
A. When you log onto the Claims Portal you will be requested to
confirm your personal details. If any
of your details are incorrect please update them. If you change
your personal details and have a
claim, you will later be requested to upload documents to verify
your changes.
Q. I have changed my personal details and have uploaded the
documents required. How long will
it take for you to process?
A. We will endeavour to review documents within 10 business days
and inform clients by email with
the results. Only once the details have been reviewed and all
your claims agreed will your claim be
able to be passed on to the FSCS.
Q. I did not change my personal details in the Claims Portal at
the time, but they have since
changed. What should I do?
A. Please email [email protected] with your new address
or contact details. Please ensure
that you attach to this email two of the following documents so
we can verify your change of
address:
Bank statement
Utility bill (gas, water, electricity or landline telephone)
Credit card statement
mailto:[email protected]
-
Bank details
Q. I input new bank details and uploaded documents. Have they
been approved?
A. We will endeavour to review documents within 10 business days
and inform clients by email with
the results.
Q. I was not asked to confirm bank details. Why not?
A. As you have indicated that you intend to assign your claim to
the FSCS, the Joint Special
Administrators do not need to confirm your bank account details.
If you decide not to assign your
claims to the FSCS or you are not eligible to assign your
claims, the Joint Special Administrators will
ask you to confirm your bank details when a distribution is
likely to be paid.
Technical
Q. I am experiencing technical problems with the Claims Portal.
What should I do?
A. If you are experiencing any technical problems please email
[email protected]
explaining the issue and including screenshots where necessary.
Please ensure that you include
technical in the subject line.
mailto:[email protected]
