Complaints Procedure

How will we deal with your complaint?

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 feedback of all kinds 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 reasonably practicable by;

Our Client Management Team will determine whether the query can be resolved immediately or will require further investigation. Most queries can be resolved immediately or within 24 hours. If your query requires further investigation, we will contact you within 5 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:

We will acknowledge your complaint promptly and inform you who is dealing with it. 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 5 business days of receiving it, we will update you on the status of your complaint until such time as our investigation is complete. If we are unable to resolve your complaint within 8 weeks of receiving it, we will contact you in writing to:
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Explain why we are not in a position to issue a final response to your complaint and to provide an indication of when we expect to be able to provide one;
Inform you that you can refer your complaint to the Financial Ombudsman Service (FOS); and
Provide you with a copy of the FOS explanatory leaflet
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In 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 Financial Conduct Authority (FCA), and from FOS. We will write to you setting out the outcome of your complaint and the supporting reasons including details of how we have calculated any redress. We will also inform you that you can refer your complaint to FOS if you remain dissatisfied and provide a copy of the FOS explanatory leaflet. If you wish FOS to consider your complaint, you will usually 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 8 weeks of receiving it, you can refer it to FOS. FOS acts as an impartial adjudicator in the resolution of disputes with financial firms and the service is free of charge. Contact details for FOS are as follows;
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Financial Ombudsman Service
South Quay, Plaza
183 Marsh Wall
London
E14 9SR.
Tel: 0800 0 234 567
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Contact the Financial Ombudsman Service by email
http://www.financial-ombudsman.org.uk
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You can access a copy of the FOS explanatory leaflet at the following link;
http://www.fos.org.uk/publications/consumer-leaflet.htm