Important information

Your Cancellation Rights

There is a minimum duration of 120 days for this agreement. Should you decide to cancel your account with City Index, you can do so by mailing us at closure@fintelfx.com. If you have any open trades with us, your account will remain open until they are closed, filled, or canceled in accordance with the general terms.

Complaints

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 at support.uk@fintelfx.com or send a copy of your complaint to:

Complaints Procedure

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 provide us with:

• 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 is unable to resolve the matter to your satisfaction, your complaint may be referred to our Compliance Department who will:

• Send you a prompt written acknowledgment
• 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 that firms are unable to resolve.

In our final response, we will confirm your eligibility to refer your complaint to the Financial Ombudsman Service.

Compensation Arrangements

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:

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 and Charges

CFD trading is exempt from UK stamp duty. Legislation and tax laws change. You take the risk that your CFD trading may become subject to UK stamp duty in the future. We do not represent or warrant that no tax or stamp duty will be payable. You will be responsible for all taxes and stamp duty in respect of your trading and will indemnify us against them. If in doubt, you should obtain legal and/or independent financial advice.