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Complaints Procedure
 

Complaints Procedure

Our Internal Complaint Handling Procedure

As a firm authorised and regulated by the Financial Services Authority we fully support and adhere to rules on complaint handling.

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 in error.
  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 at first you advise your usual contact at CMC Markets. CMC Markets’ Customer Services staff will be pleased to help, so please ask to speak to any of our representatives if you feel you have cause for complaint. Complaints will usually be resolved at this early stage.

Should your complaint require further investigation, you should then receive an initial response from Customer Services within 48 hours after the complaint has been logged. This will explain that the investigation of your complaint is ongoing and a response will be issued to you in due course.

If your complaint is not resolved to your satisfaction in the first instance you will be able to refer the matter to one of our Complaints Specialists in the Customer Services Department, in order for them to conduct their own investigation.

A full and final written response will be issued by the Customer Services Department. At the latest, your complaint will be dealt with within 8 weeks from the date of receipt of the complaint. in accordance with the FSA's rules on complaint handling.

Who will deal with your complaint?

In the first instance, your complaint will be handled by one of our trained representatives in Customer Services.

If you are not happy with our initial response you can refer the matter to one of our Complaints Specialists, 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 Ombudsman Service. This is an independent organisation set up to resolve disputes between consumers and financial firms such as ourselves.

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

The Financial Ombudsman Service
The South Quay Plaza
183 Marsh Wall
London E14 9SR

If you require a copy of their explanatory leaflet please go to the following address:

http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

 
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