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.ca
Telephone: 1 866 884 2608
Post: CMC Markets Canada, 1420- 120 Adelaide St. W, Toronto, ON M5V 1T1
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.ca
Telephone: 416-682-5000 (Monday-Friday 9am-5pm EST)
Post: CMC Markets Canada, 1420- 120 Adelaide St. W, Toronto, ON M5V 1T1
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.
Some issues may take longer to investigate and we will normally provide a final response within 4 weeks. If we are unable to deal with your complaint within four weeks, we will issue you with a further acknowledgement letter to explain why we are still unable to provide a final response and will provide you with regular updates. Generally a final response will then be provided within 8 weeks of receipt of your complaint, if this is not possible you will receive an explanation for the delay, but no later than 90 calendar days from when your written complaint was first received.
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 the Investment Industry Regulatory Organization of Canada (IIROC). 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 IIROC if you remain dissatisfied and provide a copy of the IIROC explanatory leaflet.
The Investment Industry Regulatory Orgnization of Canada (IIROC)
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 IIROC. The IIROC acts as an impartial adjudicator in the resolution of disputes with financial firms and the service is free of charge. Information regarding the IIROC’s complain process can be found here.