Complaints FAQs

Questions

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

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 16, 130 Pitt Street
  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 Financial Ombudsman Service (FOS).

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

  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: clientmanagement@cmcmarkets.co.uk
  Telephone: +44 (0) 203 003 8588
  Post: CMC Markets, 133 Houndsditch, London EC3A 7BX

  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:

  Email: clientmanagement@cmcmarkets.co.uk
  Telephone: +44 (0) 20 3003 8588
  Post: CMC Markets, 133 Houndsditch, London EC3A 7BX

  Once we have received your complaint, we will acknowledge receipt promptly by email. Your complaint will be handled by someone who was not directly involved with the subject of the complaint. We aim to resolve your complaint and inform you of the outcome as soon as possible. If we are unable to respond to your complaint within five business days of receiving it, we will update you on the status of your complaint until such a time as our investigation is complete.

  If we are unable to resolve your complaint within eight weeks of receiving the complaint, we will contact you in writing to explain why we are not in a position to issue a final response to your complaint and provide an indication of when we expect to be able to provide one. We will also inform you that you can refer your complaint to the Financial Ombudsman Service (FOS) and provide you with a copy of the FOS explanatory leaflet.

  When investigating your complaint, we will take into account the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from our regulator, the Financial Conduct Authority (FCA) and from the FOS. We will write to you setting out the outcome of your complaint and supporting reasons, including details of how we have calculated any redress. We will also inform you that you can refer your complaint to the FOS if you remain dissatisfied and provide a copy of the FOS explanatory leaflet. If you would like the FOS to consider your complaint, you will need to refer it to them within six months of the date of our final response.

  Financial Ombudsman Service (FOS)

  Following our investigation of your complaint, if you remain dissatisfied or if we have been unable to provide a final response to your complaint within eight weeks of receiving it, you can refer it to the FOS. The FOS acts as an impartial adjudicator in the resolution of disputes with financial firms and the service is free of charge. The contact details for the FOS are as follows:

  The Financial Ombudsman Service
  Exchange Tower
  London E14 9SR
  Tel: 0800 0 234 567

  Access the Financial Ombudsman Service website or contact them via email.

  You can access a copy of the FOS explanatory leaflet at the following link: http://www.fos.org.uk/publications/consumer-leaflet.htm