Our internal complaint handling procedure
Your account is held with CMC Spreadbet Plc which is authorised and regulated by the Financial Services Authority. CMC Spreadbet complies with the FSA rules on complaint handling.
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; and
- Let you know of the outcome.
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 24 hours.
However, some issues may take longer to investigate and we will normally provide a final response within four 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. The final response will then be provided within another 4 weeks, 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. This process will be overseen by a supervisor and you will be provided with our initial response.
If you are unhappy with our initial response you can refer the matter to our compliance department who will arrange for a 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?
If you are still not happy with our final response you are able to refer your complaint to the Financial Ombudsman Service. We will confirm in writing what your next steps are if this applies to your complaint.
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