Complaints FAQs

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  • 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 Complaint Officer by as soon as possible, by:

    Email: clientmanagement@cmcmarkes.co.nz 
    Telephone: 0800 26 26 27
    Post: Complaint Officer
             CMC Markets NZ Ltd
             Level 25, 151 Queen Street
             Auckland, New Zealand

    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. We aim to resolve most issues within 40 days. However, some matters are more complex and can take longer to resolve. If that is the case, we'll keep you informed of our progress. 

    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 resolve your 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 FSCL. 

    Financial Services Complains Limited (FSCL)

    CMC markets is a member of an independent dispute resolution scheme operated by ASCL and approved by the Ministry of Consumer Affairs.

    Mail:
    Financial Services Complaints Limited
    PO Box 5967
    Lambton Quay
    Wellington 6145

    Phone: 0800 347 257
    Fax: (04) 472 3727
    Visit: fscl.org.nz

     

     

     

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