Client Protection

As an FCA regulated broker, we adhere to strict rules concerning our conduct of business, financial adequacy and treating customers fairly.

Financial Conduct Authority (FCA)

Capital Index is authorised and regulated by the Financial Conduct Authority (FCA), registration number 709693, and we are obliged to follow the strict FCA's Client Assets Sourcebook ("CASS") Client Money rules. We adhere to strict and rigorous regulatory requirements, including client money protection and treating customers fairly. For more information about our regulation please visit the Financial Services Register.

Safety of Funds

All client funds deposited with Capital Index are fully segregated from the company's own capital and deposited into separate bank accounts with Tier 1 credit institutions in the United Kingdom. The CASS rules require Capital Index to ensure a clear segregation between money belonging to retail and eligible professional clients and money that belongs to the firm.

Furthermore, in the unlikely event of Capital Index' credit institutions being unable to meet its financial obligations, retail clients are afforded the protection of the Financial Services Compensation Scheme (FSCS). The scheme protects client funds up to £50,000 per person per firm.

For further information about the Financial Services Compensation Scheme (FSCS) please visit www.fscs.org.uk

MiFID 

The Markets in Financial Instruments Directive (MiFID) was adopted by the European Parliament and Council and came into effect on November 1, 2007. It regulates the markets of financial instruments for the provision of investment services and activities within the European Economic Area (EEA). The EEA includes the 28 EU member states as well as Iceland, Liechtenstein and Norway.

The main objective of MiFID is to harmonise the governing of financial markets within the EEA, and therefore to increase efficiency, enhance financial transparency, increase competition, and offer greater consumer protection in investment services. Under MiFID, an investment firm may freely provide its services within the territory of another member state or a third country, provided that such services are covered by the investment firm’s authorisation.

Complaints and the Financial Ombudsman Scheme (FOS)

As a regulated firm, we are required to have a complaints handling procedure in the event that clients wish to express their dissatisfaction. We will investigate any complaint thoroughly in accordance with our complaint handling procedures and will provide a full response and explanation to any complaint we receive. All our staff receives training on how to handle complaints and you can be sure any problem you raise will be taken seriously.

Most complaints are resolved at an early stage, but if we are unable to satisfy your concerns you may be able to refer your case to the FOS, which is an independent body set up to investigate complaints against regulated firms. They will look into your complaint and provide you with a response. You should only approach the FOS if we have already provided you with a Final Response. For more information about our complaints policy please read our Complaints Procedure.

Treating Customers Fairly

One of the key principles of the Financial Conduct Authority in the UK is the fair treatment of customers. At Capital Index we are committed to ensuring that the FCA principle of Treating Customers Fairly (TCF) is applied in all aspects of our business activities.

We recognise that the fair treatment of our customers is about adding value to the service we offer. To ensure that we are continuously providing our customers with a valuable service we aspire to:

  • Protect the interests of our customers in all areas of our dealings with them and at each stage of the product lifecycle, from promotion right through to after-sales service.
  • Meet the needs of each customer by offering a transparent and professional service, and to constantly review our service to identify areas where we can improve it.
  • Only suggest products that are suitable for the client after sufficiently acquainting ourselves of the client’s circumstances.
  • Provide accurate, complete and timely communications.
  • Ask for and listen to feedback and place the client’s interests first.
  • Provide clear information about the products and services we offer, including any associated fees and charges.
  • Ensure that all financial promotions are clear, fair and not misleading.
  • Ensure all customers have been advised of the risks inherent in spread betting and CFD trading.
  • Ensure complaints are assessed fairly and impartially and handled professionally.

How you can help us

To help us provide you with the highest possible standards of service, we kindly request you to:

  • Keep us informed of any changes to your personal circumstances including work or home contact details
  • Let us know if there is any aspect of our service or product that you don’t fully understand
  • Tell us if you think there are ways we can improve our service

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