Three Ways To Contact Friedberg Direct Customer Support:

1. TELEPHONE
   
   
2. E-MAIL
   
   
3. FEEDBACK FORM

1. TELEPHONE

Customer support is available on a 24-hour basis by telephone from Sunday 5:00 PM Toronto time to Friday 4:00 PM Toronto time.

Dealing Support

The dealing desk is open 24 hours a day from Sunday evening at 5:00 PM Toronto time to Friday afternoon at 4:00 PM Toronto time to assist clients in placing orders via the Internet or telephone.

Dealing Telephone Number: 1.866.600.3926

Trading By Telephone

When trading over the telephone, clients receive the same quotes available via the Friedberg Direct Trading Station. The Forex Staff maintain telephone lines exclusively for dealing and have sufficient capacity to handle all client transactions over the telephone during trading hours. There is no additional fee to trade over the telephone. Please note that trades placed over the telephone will not show on the system automatically (it may take several minutes) since the Friedberg Direct staff enters it manually.

Dealing Telephone Number: 1.866.600.3926

Friedberg PHONE ETIQUETTE

Example: Trader, "Hi, my name is Joe Smith, account number 5029." Please give me a price on USD/JPY (or USD/CHF, or EUR/USD, or GBP/USD) for (number of lots you want to trade) lot(s). Example: “Please give me a price on USD/JPY for 3 lots.” The dealer will respond with a 2-way price quote. For example, he may quote USD/JPY at: 125.10 - 125.15 (but he will probably just say 125.10 - 15). Example: Dealer, “125.10-15” So you can either buy USD/JPY at 125.15, or you may sell USD/JPY at 125.10. To buy USD/JPY you can say any of the following: "15", "I buy", "I buy at 15", "mine", or "mine at 15". To sell USD/JPY, you can say any of the following: "10", "I sell", "I sell at 10", "yours", or "yours at 10". Example: Trader, “I buy at 15.” You would normally have 3-5 seconds to respond (sometimes more sometimes less) prior to a price change, depending on market volatility. If no response is given and the price changes, the dealer will say "change", "price change", "off" or "your risk". In this case you may ask for a price again. If you do respond with a buy or sell, the dealer will say, "done" or indicate to you that your trade is executed. You can also state to the dealer that you would like your stop-loss at ____, and a limit at ____. Example: Dealer, “Done” Trader, “Place a stop-loss at 124.80 and a limit at 126.00” Dealer, "Got it." (The dealer will then hang up)

When is it appropriate to call the dealing desk?

All Friedberg Direct clients are encouraged to call the dealing desk under the following conditions:

• No immediate access to the Internet
• Trader fails to receive a confirmation on an order placed online
• Internet failure or failure to connect to the Friedberg Direct server

For any other inquiries that are not trade related please call Friedberg Direct’s customer support staff, which is available 24-hours a day to assist you at 1.888.503.6739

What if the trade was executed incorrectly?

If you believe that a trade was executed incorrectly please contact the dealing desk immediately. Make sure that you have on hand all information pertaining to the trade including: ticket number, time of the trade, and nature of the problem. The trade will be audited, and when necessary an adjustment will be made in a timely manner.

2. E-MAIL:

Customer support is available on a 24-hour basis by e-mail from Sunday 5:00 PM Toronto time to Friday 4:00 PM Toronto time.

To receive the quickest response, please e-mail direct@friedberg.ca.

3. FEEDBACK FORM