Complaints procedure

1. How to complain

Write to complaints@cfxmarkets.com, call us on +41 41 562 34 06, or contact support through the platform. Please include your account identifier, what happened and when, the outcome you are seeking, and any relevant screenshots or order references.

2. What happens next

• We acknowledge your complaint promptly, normally within five business days.
• An investigator independent of the matter reviews the account records, communications and any relevant system logs.
• We aim to send a final written response within eight weeks, and we tell you if we need longer and why.

3. Our response

Our final response sets out our decision, the reasons for it, and any redress we are offering. Where we have made a mistake we correct it and put your account back into the position it would have been in.

4. If you remain dissatisfied

If you are not satisfied with our final response, you may be able to refer the matter to the Office of the Arbiter for Financial Services in Malta. Any time limit for referring a complaint is set out in our final response.

5. Records

We keep records of all complaints and their outcomes, and we report on complaint volumes and root causes internally so that recurring problems are fixed.