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Making a Complaint

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 our Support team 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 our Support team member is unable to satisfactorily resolve your complaint, please ask them to refer the complaint to their manager.

If you remain unsatisfied with the response from our Support team, you may then refer the matter to our Compliance Department. They will review your complaint and contact you directly.

You may contact our IC Markets AU Compliance team directly by sending an email to: compliance@icmarkets.com.au or  by writing to:

Compliance

International Capital Markets Pty Ltd

Level 6 309 Kent Street

Sydney 2000

You may contact our IC Markets (SC) Compliance team directly by sending an email to: compliancesc@icmarkets.com or by writing to:

Compliance

True ECN Trading Ltd

HIS Buildings, Providence,

Mahe, Seychelles

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.

Dispute Resolution

We expect that our Support team, 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.

IC Markets AU

If you’re not satisfied with the Company’s final response,  you have the right to refer the matter  to the Australian Financial Complaints Authority (AFCA) . IC Markets AU is a member of AFCA  and our membership number is 13527. The service provided to you by AFCA is free.

The contact details for AFCA are:

Australian Financial Complaints Authority

GPO Box 3

Melbourne Vic 3000.

Phone: 1800 931 678

Website: www.afca.org.au

IC Markets (SC)

If you’re not satisfied with the Company’s final response, you have the right to refer the matter to the Financial Services Authority (FSA) of Seychelles .

The Contact details for FSA are:

The Contact details for FSA are:

Financial Services Authority (FSA) Seychelles

PO Boz 991

Bois de Rose Avenue

Roche Chairman Victoria Mahe Republic of Seychelles

(+248) 438 08 00

(+248) 438 08 88

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