CMC Markets is now a Corporate Member of the Institute of Customer Service. We are committed to developing and improving our customer service standards.
Feedback from our clients is very important to us so if you have any comments on our service please contact our Client Relations team. If you would like to make a complaint for any reason CMC Markets has a complaint handling procedure in place to ensure that the process is made easy for you and any complaints are handled effectively by trained individuals:
Our Internal Complaint Handling Procedure
How can you make a complaint?
If you would like to make a complaint please contact our Client Relations team at clientrelations@cmcmarkets.ca or alternatively call 416-682-5000, Monday - Friday 9am - 5pm EST.
How will we deal with your complaint?
We will:
Record details of your complaint on our centralised complaints recording system.
Thoroughly investigate the relevant issues using all the information available to us.
Correct any mistake we may have made.
Let you know of the outcome.
All complaints will be dealt with in the same way. However, we suggest that if you want to make a formal complaint you put the complaint in writing.
This will help us gather all the facts to investigate thoroughly and reply promptly.
How quickly will we deal with your complaint?
We will always try to resolve complaints as quickly as possible and you should receive an initial response within 5 business days. As a minimum you will receive an acknowledgment of your complaint within 5 business days.
Some issues may take longer to investigate and we will normally provide a final response within 4 weeks.
If we are unable to deal with your complaint within four weeks, we will issue you with a further acknowledgement letter to explain why we are still unable to provide a final response and will provide you with regular updates. Generally a final response will then be provided within 8 weeks of receipt of your complaint, if this is not possible you will receive an explanation for the delay, but no later than 90 calendar days from when your written complaint was first received.
Who will deal with your complaint?
In the first instance, your complaint will be handled by one of our trained representatives. This process will be overseen by a Supervisor and you will be provided with our initial response. Our Designated Complaints Officer is responsible for managing the complaint process, CMC Markets' Designated Complaints Officer is our Chief Compliance Officer ("CCO"). They can be contacted by phone at 416-682-5000 or by email at clientrelations@cmcmarkets.ca, please mark your email for the attention of the CCO.
Normally most complaints will be resolved at the first point of contact. If you are not happy with our initial response you can refer the matter to our Chief Compliance Officer, who will arrange for further investigation to be carried out.
Following this investigation you will be issued with our final response within the time frames specified above.
What do you do if you are not happy with the outcome?
Our final response letter will include a copy of the IIROC approved complaint handling process brochure which will give details of the options available to you and any limitations
CFDs are distributed in Canada by CMC Markets Canada Inc. as dealer and agent of CMC Markets UK plc. CMC Markets Canada Inc. is a member of the Investment Industry Regulatory Organization of Canada and Member CIPF. CFDs and FX are highly speculative and can involve a high degree of risk. Investors in CFDs and FX should be prepared for the risk of losing their entire investment and losing further amounts. Trading accounts are available to Accredited Investors only. CMC Markets will not open accounts except in jurisdictions in which it is registered or exempt from registration. CMC Markets is an execution only dealer and does not provide investment advice or recommendations regarding the purchase or sale of any securities. Investors are responsible for their investment decisions. CMC Markets will not determine an investor’s general investment needs and objectives or the suitability of a proposed purchase or sale of a security. Contact us for further details.
* CMC Markets is remunerated for its services from the spread between bid and ask prices. ** Forex market operates over-the-counter from Sunday 4pm EST - Friday 5pm EST. *** Examples used are for illustrative purposes only and not to be misunderstood as a recommendation. Real market conditions will vary the results
CMC Markets is now a Corporate Member of the Institute of Customer Service. We are committed to developing and improving our customer service standards.
