Making a Query or Complaint

Account queries

If you have a query regarding your account or your dealings with CMC Invest, you should notify the Client Management team as soon as possible, by:

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 48 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:

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 eight weeks of receiving the complaint, we will contact you in writing to explain why we are not in a position to issue a final response to your complaint 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 Financial Ombudsman Service (FOS).

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 Financial Conduct Authority (FCA) and from the FOS. 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 the FOS if you remain dissatisfied and provide a copy of the FOS explanatory leaflet. If you would like the FOS to consider your complaint, you will need to refer it to them within six months of the date of our final response.

Referring your complaint elsewhere

If we believe another firm is responsible for the complaint, we will forward it to them in writing and inform you we have done so. If we feel that the other firm is jointly responsible, we will inform you of the referral, provide the relevant contact details, and continue our investigation of the part of your complaint that comes under our remit.

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 eight weeks of receiving it, you can refer it to the FOS. The FOS acts as an impartial adjudicator in the resolution of disputes with financial firms and the service is free of charge. The contact details for the FOS are as follows:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 0 234 567

Access the Financial Ombudsman Service website or contact them via email. You can access a copy of the FOS explanatory leaflet at the following link: