Customer enquiries and requests
Our goal is to ensure a high level of service to all our customers at all times.
We value any feedback from our customers and use it to improve our products and service.
We are aware that mistakes may happen from time to time or misunderstandings may arise. We commit ourselves to dealing with inquiries and complaints in a positive and understanding way. In cases in which we are wrong, we will endeavor to remedy any error as quickly as possible.
Customer complaints
If your request has not been resolved to your satisfaction or if you wish to file a complaint, please contact our Customer Service.
If your complaint is in relation to an account you hold with CMC Markets Germany GmbH, you can at any time contact the German regulatory authority, the Bundesanstalt für Finanzdienstleistungsaufsicht:
Banking and Insurance Supervision:
Federal Financial Supervisory Authority
Marie-Curie-Str. 24-28, 60439 Frankfurt am Main
Fax: + 49 (0) 228 4108-1550
Telephone: +49 (0) 228/4108 - 0
E-Mail: poststelle@bafin.de
Internet: www.bafin.de
Securities Supervision / Asset Management
Federal Financial Supervisory Authority
Marie-Curie-Str. 24-28, 60439 Frankfurt am Main
Fax: + 49 (0) 228 4108-1550
Telephone: +49 (0) 228/4108 - 0
E-Mail: poststelle@bafin.de
Internet: www.bafin.de
In addition, if you are a consumer, you can contact the Public Arbitration Board of the German Bundesbank with brief descriptions of the facts and the documents required to understand the claim.
Bundesbank Arbitration
Board PO Box 10 06 02
60006 Frankfurt am Main
Further information, including a brochure and conciliation rules, can be obtained on the website of the German Bundesbank.
You can also contact the Polish Financial Supervisory Authority:
Sąd Polubowny przy Komisji Nadzoru Finansowego (KNF)
ul. Piękna 20 skr. poczt. 419, 00-549 Warszawa, Poland
E-mail: sad.polubowny@knf.gov.pl
Website: https://www.knf.gov.pl/dla_rynku/sad_polubowny_przy_KNF.
Complaints handling and escalation to the regulator/ombudsman
We will promptly acknowledge receipt of your complaint and provide you with a contact person. Your complaint will be handled by a person who was not directly involved in the concerns of your complaint.
We strive to process your complaint as quickly as possible and to communicate the result to you. If we are unable to respond to your complaint within 5 business days of receipt, we will keep you informed of the status of your complaint until our investigation is completed.
The investigation into your complaint is based on: the facts of the complaint, the evidence you provide, evidence from our records, and appropriate regulatory guidelines. We will inform you in writing, which is the result of your complaint including detailed justification and the calculation of a possible compensation, where applicable.
If your complaint has not been resolved within 8 weeks of receipt, we will contact you in writing with the following:
An explanation of why we were unable to provide a final response to your complaint by that time and indicate when we expect to be able to make such a final assessment.
If we are unable to uphold your complaint, we will provide you with a written explanation and information about the possibilities for bringing the case before an appeals board.