Complaints

Questions

Answers

  • What is the complaints procedure for stockbroking at CMC Markets?

    To assist us in helping you, we ask you to follow a simple four-step process.

    Gather all supporting documents about the matter of complaint, think about the questions you want answered and decide what you want us to do.

    Next, contact either the Dealing desk directly if the problem relates to a current or recent transaction. Remember, if the problem is current a quick call at the earliest possible time allows us the opportunity to help you quickly.

    If the problem relates to a transaction that occurred some time ago then our Client Services staff are probably the best point of contact. Our staff will fully review the situation and wherever possible resolve it straight away.

    If at this stage the matter hasn't been resolved to your satisfaction, please ask the staff member to refer the matter to their supervisor. We will provide you with the name and the contact details of the officer who will investigate your case. Rest assured that an officer with the necessary authority will review your case.

    If the problem can't be resolved then you can refer the matter to Complaint Officer. They will conduct an independent review and contact you directly.

    You may contact the Complaint Officer by writing to:

    Complaint Officer
    CMC Markets Stockbroking
    Level 13, 130 Pitt Street,
    Sydney NSW 2000

    Australia

    or by email at: brokerservices@cmcmarkets.com.au

    We aim to resolve most issues within 40 days. However, some matters are more complex and can take longer to resolve. If that is the case, we'll keep you informed of our progress.

    Financial Services Complaints Limited

    CMC Markets is a member of an external dispute resolution scheme operated by the Financial Ombudsman Service (FOS). If you are not satisfied with the final response issued by CMC Markets, you may refer the matter to FOS within 2 years of the date of the final response.

    Mail:
    Financial Ombudsman Service
    GPO Box 3
    Melbourne VIC 3001

    Phone: 1300 780 808
    Fax: (03) 9613 6399
    Visit: fos.org.au

  • What is the complaints procedure for trading CFDs at CMC Markets?

    To assist us in helping you, we ask you to follow a simple four-step process.

    Gather all supporting documents about the matter of complaint, think about the questions you want answered and decide what you want us to do.

    Next, contact either the Dealing desk directly if the problem relates to a current or recent transaction. Remember, if the problem is current a quick call at the earliest possible time allows us the opportunity to help you quickly. If the problem relates to a transaction that occurred some time ago then our Client Services staff are probably the best point of contact. Our staff will fully review the situation and wherever possible resolve it straight away.

    If at this stage the matter hasn't been resolved to your satisfaction, please ask the staff member to refer the matter to their supervisor. We will provide you with the name and the contact details of the officer who will investigate your case. Rest assured that an officer with the necessary authority will review your case.

    If the problem can't be resolved then you can refer the matter to Complaint Officer. They will conduct an independent review and contact you directly.

    You may contact the Complaint Officer by writing to:

    Complaint Officer
    CMC Markets Australia
    Level 13, 130 Pitt Street
    Sydney NSW 2000
    Australia

    or by email at: clientmanagement@cmcmarkets.com.au.

    We aim to resolve most issues within 40 days. However, some matters are more complex and can take longer to resolve. If that is the case, we'll keep you informed of our progress.

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