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.
If you have a query regarding your account or your dealings with CMC Markets, you should notify the Complaint Officer as soon as possible, by:
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 FSCL and approved by the Ministry of Consumer Affairs.
FSCL’s service is provided free of charge.
Financial Services Complaints Limited
PO Box 5967
Phone: 0800 347 257