Should you wish to make a complaint we ask that you follow the process outlined below. This will aid us in resolving your complaint in the most efficient manner possible in order to regain your confidence.
Firstly, gather all supporting documents that relate to your complaint, think about the questions you want answered and decide what you want us to do.
Next, contact your account manager directly. Remember, if the problem is current, a call at the earliest possible time will give us the opportunity to resolve your complaint immediately. If your account manager is unable to satisfactorily resolve your complaint, please ask them to refer the complaint to their manager.
If your complaint can not be resolved then you may refer the matter to our Compliance Department. They will review your complaint and contact you directly.
You may contact our Compliance department by writing to:
We aim to resolve most matters within 21 days. However, some complaints are more complex and may take longer to resolve. If this is the case, we will keep you informed of our progress.
We expect that our account managers, Supervisors, or Compliance Team will be able to resolve your complaint. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.
International Capital Markets is a member of the Financial Ombudsman Service (FOS), an external dispute resolution scheme for the financial services industry.
If you’re dissatisfied with our internal handling of your complaint, you have the right to lodge a complaint with the Financial Ombudsman Service (FOS) Australia if lodged before 1st November 2018. IC Markets is a member of the FOS complaints resolution scheme, and our membership number is 13527. The service provided to you by FOS is free.