Queries and Complaints

Central to our corporate culture is Treating Customers Fairly (“TCF”). Finalto (Australia) Pty Limited 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.

Query – Usually resolved within 48 hours

If you are dissatisfied with the service provided by Markets.com, please contact our Customer Service as soon as possible by phone at +612 6145 2020, email at support@markets.com, Live Chat or via our Online Queries Form for immediate and prompt assistance.

Our representatives are available to assist you through your concerns to reach to a fair conclusion.

Trading Query – Usually resolved within 48 hours

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 quickly 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 the soonest – 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.

Complaint – Process can take up to thirty (30) days to resolve, where a final response is to be provided

You are entitled to submit a complaint at any time in your trading experience with us, where you may feel that our service has not met your satisfaction. For any form of dissatisfaction during the business relationship with the Company, you may submit a formal complaint by completing the Online Complaint Form, which is always available on our website.

Note that all the information included on the Online Complaint Form must be completed in order for our dedicated Quality Control Department to examine your complaint in an informed manner. We may request further information and/or supportive documentation during the review process. We ask for your valued cooperation in the review process of your complaint in order to complete our work and provide you with our feedback and response the soonest possible.

Your complaint will be internally reviewed to determine if we have acted fairly, within our rights and have met our contractual obligations to you. Note that your complaint will be given a unique reference number.

The process that we envisage will be followed in dealing with your complaint is as follows:

  • We will acknowledge receipt of your complaint within one (1) business day, or as soon as practicable, providing you with the recorded URN which will be quoted in all communications directed to you from the Company regarding the Complaint, while informing you that the Complaint is being investigated;
  • We will attempt to have your complaint resolved as soon as feasible, within a period not exceeding thirty (30) calendar days from the receipt date of your complaint.

In the event that we are unable to complete our investigation within 30 days and provide you with a final written response, we shall inform you of the reasons for the delay. Full completion of our review and response to your complaint shall not exceed any reasons of practicality since under certain circumstances, the Company may not be able to abide by the thirty (30) calendar days timeframe due to particular complexities which lay outside the Company’s controls.

If upon the receipt of our final response to your complaint, you were unsatisfied, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is a free and independent External Dispute Resolution scheme. It provides consumers with an alternative to legal proceedings for resolving disputes with AFCA members operating in the financial system.

If you would like to access the scheme, please lodge a complaint:

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

A dedicated Complaints Officer ensures that a register of all Complaints Handling Forms is maintained.

In addition, Markets.com’s complaints history will be reviewed as part of the annual compliance audit monitoring program. The results of the review and any comments or recommendations will be detailed in the post compliance audit report.

All Markets.com’s representatives are made aware of the procedures for handling complaints. Representatives upon joining Markets.com are given an electronic copy of the Complaints Procedures Manual.

To visit our Online Complaints Form please click here.

CySEC (EU)

  • Client’s funds are kept in segregated bank accounts
  • FSCS Investor Compensation up to EUR20,000
  • Negative Balance Protection
  • 1,000,000 insurance cover** 

Products

  • CFD
  • Share Dealing
  • Strategy Builder

Markets.com, operated by Safecap Investments Limited (“Safecap”) Regulated by CySEC under licence no. 092/08 and FSCA under licence no. 43906.

FSC (GLOBAL)

  • Clients’ funds kept in segregated bank accounts
  • Electronic Verification
  • Negative Balance Protection
  • $1,000,000 insurance cover** 

Products

  • CFD
  • Strategy Builder

Markets.com, operated by Finalto (BVI) Ltd Regulated by the BVI Financial Services Commission (‘FSC’) under licence no. SIBA/L/14/1067.

FCA (UK)

  • Client’s funds are kept in segregated bank accounts
  • FSCS Investor Compensation up to GBP85,000
    *depending on criteria and eligibility
  • £1,000,000 insurance cover** 
  • Negative Balance Protection

Products

  • CFD
  • Spread Bets
  • Strategy Builder

Markets.com operated by Finalto Trading Ltd. Regulated by the Financial Conduct Authority (“FCA”) under licence number 607305.

ASIC (AU)

  • Clients’ funds kept in segregated bank accounts
  • Electronic Verification
  • Negative Balance Protection
  • $1,000,000 insurance cover** 

Products

  • CFD

Markets.com, operated by Finalto (Australia) Pty Ltd Holds Australian Financial Services Licence no. 424008 and is regulated in the provision of financial services by the Australian Securities and Investments Commission (“ASIC”).

Selecting one of these regulators will display the corresponding information across the entire website. If you would like to display information for a different regulator, please select it. For more information click here.

**Terms & conditions apply. Click here to read full policy.

Marketsi
An individual approach to investing.

Whether you’re investing for the long-term, medium-term or even short-term, Marketsi puts you in control. You can take a traditional approach or be creative with our innovative Investment Strategy Builder tool, our industry-leading platform and personalised, VIP service will help you make the most of the global markets without the need for intermediaries.

Share Dealing in the Markets Group is only offered by Safecap Investments Limited regulated by CySEC under license number 092/08. We are now re-directing you to Safecap’s website.

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