Dispute handling

How we can help you

We welcome your comments. Should there be some way you feel that we can improve our service, we'd like to know. Whether you are making a suggestion, paying a compliment or making a complaint, your feedback is the key to improving our products and services.
For assistance call 1300303888 or you can email us your comments directly at support@cmcmarkets.com.au.

Making a suggestion

Your feedback helps us to maintain a high standard of service and provide products and services that satisfy your needs. If you have a suggestion about how we can improve our services please let us know.

Paying a compliment

Should you have received exceptional service from one of our staff or found something that you particularly like on our web site, please tell us about it.

Making a complaint

We recognise that even in the best run organisations things can go wrong. Should you have a complaint, tell us because it gives us the opportunity to fix the problem. We will investigate the complaint, answer your questions and do all we can to regain your confidence.
To assist us in helping you, we ask you to follow a simple four-step process.

Gather all documents that relate to your complaint, think about the questions you want answered and decide what you want us to do.
Next, contact either the Dealing desk directly if the problem relates to a current or recent transaction. Remember, if the problem is current a quick call at the earliest possible time allows us the opportunity to help you quickly. If the problem relates to a transaction that occurred some time ago then our Client Services staff are probably the best point of contact. Our staff will fully review the situation and wherever possible resolve it straight away.

If at this stage the matter hasn't been resolved to your satisfaction, please ask the staff member to refer the matter to their supervisor. We will provide you with the name and the contact details of the officer who will investigate your case. Rest assured that an officer with the necessary authority will review your case.

If the problem can’t be resolved you can refer the matter to the Complaint Officer who will conduct an independent review and contact you directly.

You may contact the Complaint Officer by writing to:​

Complaint Officer

CMC Markets
PO Box R1879
Royal Exchange NSW 1225
or by email at: support@cmcmarkets.com.au

We aim to resolve most issues within 45 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.

Dispute resolution

We expect that our front line staff, supervisors or Complaint Officer will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.

Australian Financial Complaints Authority Limited

CMC Markets is a member of an external dispute resolution scheme operated by the Australian Financial Complaints Authority Limited (AFCA). If you are not satisfied with the final response issued by CMC Markets, you may refer the matter to AFCA within 2 years of the date of the final response.

Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Visit: afca.org.au

Investing in CFDs carries significant risks and is not suitable for all investors. You could lose substantially more than your initial deposit. You do not own or have any interest in the underlying assets. We recommend that you seek independent advice and ensure you fully understand the risks involved before trading.