Complaints

We aim to provide a high level of service to all of our clients. We also value feedback and use it to enhance our products and services. From time to time, issues can arise or there can be misunderstandings. That’s why we're committed to dealing with queries and complaints positively and sympathetically. Where we're 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 us, you should notify the Client Management team as soon as possible, by:

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

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

Complaints handling process

If 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've received your complaint, we'll acknowledge receipt promptly by email. Your complaint will be handled by someone who was not directly involved with the subject of the complaint. We'll aim to resolve your complaint and inform you of the outcome as soon as possible. We'll send you regular updates on the status of your complaint until we complete our investigation.

If we cannot resolve your complaint within eight weeks of receiving it, we'll contact you in writing to explain why we cannot issue a final response to your complaint and when we expect to be able to provide one. We'll also inform you that you can refer your complaint to the Financial Ombudsman Service (FOS), and provide a copy of the FOS explanatory leaflet.

When investigating your complaint, we we'll consider the subject matter of your complaint, the evidence you've provided, the evidence on our records and relevant guidance from our regulator, the Financial Conduct Authority (FCA), and the FOS. We'll write to you to let you know the outcome of your complaint, setting out any supporting reasons and explaining how we have calculated any redress. We'll also inform you that you can refer your complaint to the FOS if you remain dissatisfied, and we'll provide a copy of the FOS explanatory leaflet. If you would like the FOS to consider your complaint, you'll 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 here.