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:
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
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
