Your cancellation rights
There is no minimum duration for this agreement. Should you decide to cancel your account with City Index, you can do so by writing to us at Devon House, 58 St Katharine’s Way, London, E1W 1JP. If you have any open trades with us, your account will remain open until they are closed, filled or cancelled in accordance with the Terms and Policies.
We aim to provide a high standard of service to all our clients on every occasion.
However, If you wish to raise a complaint about any aspect of our service, you can contact our Client Management Team on 0800 060 8609 (local rate), [email protected] or send a copy of your complaint to:
Client Management Team
58 St Katharine’s Way
We have established an internal complaints procedure to ensure that your complaint is dealt with efficiently and by the correct person. We usually aim to resolve issues within 3 business days following receipt of the complaint.
To help us investigate and resolve your complaint as quickly as possible and with minimum inconvenience to you, please make sure you give us as much information as possible, including:
- Your name, address and client reference number
- A clear description of your complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents, such as letters
- A daytime telephone number where we can contact you
If the Client Management Team are unable to resolve the matter to your satisfaction, your complaint may be referred to our Compliance Department who will:
- Send you a prompt written acknowledgement
- Issue you a final response within eight weeks of the complaint logged date setting out our view and your options
If you are not satisfied with the outcome of your complaint you can request a review from the Financial Ombudsman Service. The Financial Ombudsman Service has been established to review eligible complaints which firms are unable to resolve.
In our final response, we will confirm your eligibility to refer your complaint to the Financial Ombudsman Service which must take place within six months of our final response. The Financial Ombudsman Service’s contact details are outlined below:
The Financial Ombudsman Service
Telephone: 0300 123 9 123 or 0800 023 4567
As an FCA regulated firm, we participate in the Financial Services Compensation Scheme (“the Scheme”). If you are an eligible claimant under the Scheme you may be entitled to compensation from it if we cannot meet our obligations. As of 1 April 2019, for most kinds of investments, you may receive up to £85,000. The most up-to-date information about the Scheme can be obtained from Financial Services Compensation Scheme, 7th Floor, PS Box 300, Mitcheldean, GL17 1DY or at www.fscs.org.uk.
The contract and law applicable to it
The contract and all future correspondence will be in English. Without agreement to the contrary, English Law will apply.
Tax laws and betting duty
We will pay the betting duty in respect of your spread bets. Legislation and tax laws change. You take the risk that your bets may be or become subject to tax (other than betting duty) e.g. because of your personal circumstances, for example if you bet by way of a business. We do not represent or warrant that no tax or stamp duty (other than betting duty) will be payable. You will be responsible for all taxes and stamp duty (other than betting duty) in respect of your bets and will indemnify us against them. If in doubt, you should obtain legal and/or independent financial advice.
For spread betting, commission and charges are built into the spread (except for daily funded trades where financing is charged daily, please refer to the Market Information Sheets for full details).
CFD trading is exempt from UK stamp duty. Legislation and tax laws change. You will be responsible for all taxes and stamp duty in respect of your trades and will indemnify us against them. If in doubt, you should obtain legal and/or independent financial advice.
Pillar 3 Disclosures
Pillar 3 Disclosures are required by the European Union’s Capital Requirements Directive and the Financial Conduct Authority in the UK. The disclosures provide market participants key information on the firm’s capital, risk assessment and controls.
Please note that City Index is the trading name for StoneX Financial Ltd. This Pillar 3 document has been prepared under the registered company name.
Please see StoneX Financial Ltd Financial Statements for further details and country-by-country reporting.
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