Spread bets and CFDs are complex instruments and come with a high risk of losing money rapidly due to leverage. 69% of retail investor accounts lose money when trading spread bets and CFDs with this provider. You should consider whether you understand how spread bets and CFDs work, and whether you can afford to take the high risk of losing your money.

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Queries and Complaints

 

Central to our corporate culture is Treating Customers Fairly (“TCF”). Financial Conduct Authority (FCA) strives, through our trading platform markets.com to provide you with the highest level of customer service and to build a strong and long-lasting service relationship with you. We view your comments, suggestions and concerns as matters of utmost importance for our business. We endeavour to address your feedback fully, recognising that a client’s feedback and/or expression of dissatisfaction is an opportunity for us to improve by enhancing our products and level of service.

 

Complaints

In the unlikely event that you feel dissatisfied with any area of the service provided by Markets.com, please contact our Client Service as soon as possible. You can contact us by phone on +44-20-3150-0380, Live Chat or via our Online Queries Form for immediate assistance.

Our Compliance team can be contacted via e-mail at complaints@finalto.com or by submitting online Complaints Form.  To help our team with the review please make sure to provide us with as much detail as possible in your initial e-mail, including:

1. Full name and Account number. 
2. A description of your Complaint. 
3. Any documentation to support your complaint. 
4. A contact phone number and e-mail address.

A written acknowledgement will be sent to you within 3 working days from receipt of the Complaint.

We endeavour to assist you through your concerns to reach to a fair conclusion.

If we are unable to resolve your complaint immediately, we will:

Fully investigate your Complaint and where possible, issue a written summary resolution within three business days. If we are unable to resolve your complaint by the end of the third business day, we will continue our investigations and provide you with our final resolution within 8 weeks from the date when your Complaint was made.

We aim to handle Complaints fairly and in an independent and responsible manner. As such, we will thoroughly investigate all circumstances of your Complaint and review all the relevant evidence pertaining to it. We may request further information and/or supportive documentation during the review process.

Trading Query

Usually resolved within 2 Business Days

If you have a trading query relating for example to your trading account and the operation of this on our trading platform Markets.com or with respect to our Terms and Conditions, you can submit a trade enquiry by submitting the Online Trading Query Form. Please note that all trading enquiries must be logged with us as soon as possible after the trading enquiry, need for clarification or issue have occurred.

A dedicated team of professionals is available to research and resolve your trading query as soon as possible we are committed to responding the latest within 48 hours of receipt of your Trading Query. Once your trading query has been examined you will receive a full explanation of the circumstances and the outcome.

Data Protection or Privacy Queries/ Complaints

If you are having concerns regarding the privacy and safety of your personal data, you are entitled to submit a query or a complaint at any time during your business relationship with us. To submit a query, you may complete the Online Queries Form.

In case you wish to file a complaint, you may proceed by submitting a formal complaint at any stage where concerns regarding your data privacy or data safety arise.

If you have been classified under MiFID as an eligible client, and you feel that we have failed to satisfactorily resolve your complaint, then you are able and we encourage you to refer your complaint to the Financial Ombudsman Service.

Any reference to the Financial Ombudsman Service must take place within six months of the final response from Finalto Trading Ltd. If upon receipt of our final response on your complaint you are not satisfied or no response is received within the 8-week timeframe, you can refer your complaint to the Financial Ombudsman.

The Financial Ombudsman Service will not consider a complaint until we have had the opportunity to address the complaint and exhausted all potential avenues of resolution with you.

The address of the Financial Ombudsman Service is: 

Financial Ombudsman Service Exchange Tower London E14 9SR  
E-mail: complaint.info@financial-ombudsman.org.uk  
Website: www.financial-ombudsman.org.uk 

FOS leaflet: https://www.financial-ombudsman.org.uk/files/10963/consumer_leaflet_easy-read.pdf 
Telephone from the UK: 0800 0 234 567 or 0300 123 9 123
Telephone outside the UK: +44 (0) 207964 0500”

To visit our Online Complaints Form please click here.

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