Complaints

Questions

Answers

  • 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 Client Management team as soon as possible, by:

    Email: support@cmcmarkets.com.sg
    Telephone: 1800 559 6000
    Post: CMC Markets, 9 Raffles Place, #30-02 Republic Plaza Tower 1, Singapore 048619.

    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

    How will we deal with your complaint?

    We will:

    1. Record details of your complaint on our centralised complaints recording system.
    2. Thoroughly investigate the relevant issues using all the information available to us.
    3. Correct any mistake we may have made.
    4. Let you know of the outcome of our investigation.

    How quickly will we deal with your complaint?

    We will always try to resolve complaints as quickly as possible. Should you have reason to complain, then it is important that you initially contact the team at CMC Markets who will be pleased to assist you. You can contact us on support@cmcmarkets.com.sg or 1800 559 6000. Complaints will usually be resolved at this early stage.

    Should your complaint require further investigation, this will be confirmed in writing and you will receive a response from the Client Management Team within 5 working days of receipt of your complaint.

    If your complaint is not resolved to your satisfaction you will be able to refer the matter to our Service Recovery Coordinator.

    A full and final written response will be issued. At the latest, your complaint will be dealt with within 8 weeks from the date of receipt of the complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why and advise you when you can expect a final response.

    Who will deal with your complaint?

    In the first instance, your complaint will be handled by one of our trained representatives in the Client Management Team.

    If you are not happy with our initial response you can refer the matter to one of our Service Recovery Coordinators, who will arrange for a further investigation to be carried out. Following this investigation you will be issued with our final written response within the time frames specified above.

    We are committed to resolving complaints through our complaints procedure. However, should you still remain dissatisfied following our final response (if you are one of our Retail clients ) you can refer your case to the Financial Industry Disputes Resolution Centre Ltd (FIDReC). This is an independent organisation set up to resolve disputes between consumers and financial firms such as ourselves.

    Please note the FIDReC will only investigate cases once we have been given the opportunity to resolve your complaint. Their contact details are as follows:

    Financial Industry Disputes Resolution Centre Ltd
    36 Robinson Road
    #15-01
    Singapore 068877

    If you require a copy of their explanatory leaflet please go to the following address:http://www.fidrec.com.sg/website/index.html

  • What is the complaints procedure for Countdowns at CMC Markets?

    Client queries and complaints

    Our aim is to provide a high level of service to all of our clients all of the time. We value all feedback from our clients 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 initially notify the Client Management team as soon as possible by:

    Email: clientmanagement@cmcmarkets.co.uk
    Telephone: +44 (0) 203 003 8588
    Post: 133 Houndsditch, London EC3A 7BX

    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.co.uk
    Telephone: +44 (0) 20 3003 8588
    Post: 133 Houndsditch, London EC3A 7BX

    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.

    If we are unable to resolve your complaint within the agreed number of weeks after receiving it, we will contact you in writing to explain why we have been unable to issue a final response 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 Independent Betting Adjudication Service (IBAS).

    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 Gambling Commission, and from IBAS. 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 IBAS if you remain dissatisfied and provide the relevant contact details. If you want IBAS to consider your complaint, you will usually need to refer it to them within six months of the date of our final response.

    Independent Betting Adjudication Service (IBAS)

    If we are unable to provide you with a final response within the timeframes mentioned above, we will provide you with an explanation as to why we are not in a position to do so, at which time, if you remain dissatisfied you will be entitled to refer your complaint to the Independent Betting Adjudication Service (IBAS). Contact details are as follows:

    Independent Betting Adjudication Service
    PO BOX 62639
    London EC3P 3AS
    Telephone: 020 7347 5883
    Fax: 020 7347 5882
    Email: adjudication@ibas-uk.co.uk

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