Dispute handling

If you have a complaint, please give us the opportunity to fix the problem. We will investigate the complaint, answer your questions, and do all we can to regain your confidence.​

To help us help you, please follow this four-step process:

  • Gather all documents that relate to your complaint, think about the questions you want answered and decide what you want us to do.
  • Contact the Dealing Desk directly if the problem relates to a current or recent transaction. Remember, if the problem is current, please call us as soon as possible we have the opportunity to help you quickly. If the problem relates to a transaction that occurred some time ago, our Client Services staff are probably the best point of contact. We will fully review the situation and resolve it straight away if we can.
  • If the matter still 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 supervisor who will investigate your case.
  • If the problem can’t be resolved you can refer the matter to the Complaint Officer who will conduct an independent review and contact you directly.

Complaint Officer
CMC Markets
PO Box R1879
Royal Exchange NSW 1225​​

Email: clientmanagement@cmcmarkets.com.au

We aim to resolve most issues within 45 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.

Dispute resolution

We expect that our front line staff, supervisors or Complaint Officer will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.

Australian Financial Complaints Authority Limited

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

Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001

Phone: 1800 931 678
Fax: (03) 9613 6399
Visit: afca.org.au

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