Complaints FAQs

Questions

Answers

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

    CMC Markets are committed to providing you with the highest level of service. If you have a problem or complaint about our products or services, we'd like to hear from you and assist you in resolving the matter as quickly as possible. Our dedicated Client Services are available to fully review the situation and wherever possible resolve it straight away.

    If the matter hasn't been resolved to your satisfaction, please direct your concern to the Client Services team in writing to:

    Client Services 
    CMC Markets Australia
    Level 20, Tower 3, International Towers
    300 Barangaroo Ave
    Sydney NSW 2000
    Australia

    by phone: 1300 303 888  or by email: brokingservice@cmcmarkets.com.au

    We aim to resolve complaints within 15 working days. If it’s likely to take any longer, we'll keep you informed of our progress. If you are not satisfied with the outcome, you may wish to lodge the dispute externally through Australian Financial Complaints Authority Limited (AFCA).

    CMC Markets is a member of an external dispute resolution scheme operated by 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.

    Mail:
    Australian Financial Complaints Authority Limited
    GPO Box 3
    Melbourne VIC 3001

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

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

    Client queries and complaints

    Our aim is to provide a high level of service to all our clients all of the time. We value all feedback and use it to enhance our products and services. We appreciate that from time to time, things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.

    Account queries

    If you have a query regarding your account or your dealings with CMC Markets, you should notify the Client Management team as soon as possible, by:

    Email: support@cmcmarkets.com.au
    Telephone: 1300 303 888
    Post:
    CMC Markets,
    Level 20, Tower 3, International Towers
    300 Barangaroo Ave
    Sydney NSW 2000
    Australia 

    Our Client Management team will determine whether your query can be resolved immediately or if it will require further investigation. Most queries can be resolved immediately or within 24 hours. If your query requires further investigation, we will endeavour to contact you within five business days of the initial query to advise you of the outcome.

    Complaints handling process

    Where the initial query is not resolved to your satisfaction, or if you wish to make a complaint, you should notify our Client Management team by:

    Emailsupport@cmcmarkets.com.au
    Telephone: 1300 303 888
    Post
    CMC Markets, 
    Level 20, Tower 3, International Towers
    300 Barangaroo Ave
    Sydney NSW 2000
    Australia 

    We aim to resolve complaints within 15 working days. If it’s likely to take any longer, we'll keep you informed of our progress. If you are not satisfied with the outcome, you may wish to lodge the dispute externally through Australian Financial Complaints Authority Limited (AFCA).

    CMC Markets is a member of an external dispute resolution scheme operated by 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.

    Mail:
    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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