Responsibilities to clients

We aim to put our customers at the heart of everything we do, and we strive to ensure that we understand our clients’ needs and consistently deliver fair outcomes and positive experiences.

Commitment to our customers

We take every possible step to avoid poor consumer outcomes, and invest in process, training and culture to prevent unsatisfactory customer experiences. We regularly seek and review client feedback so we can actively address any concerns. 

The quality of our order execution highlights our commitment. We never requote prices and, outside our set margin of tolerance, our price-improvement technology enables customers to receive a better price if one becomes available as a trade is executed.

Client support and education

We provide extensive educational resources for our clients, including an introduction programme that promotes responsible trading and a wide range of seminars and webinars.

Based on client feedback, and following the launch of our in-house TV studio in 2014, we increased the amount of original video content we supply for this purpose. Clients can now get instant access to expert tutorials, which cover everything from fundamental trading concepts to risk management.

Client appropriateness

Our products are not right for everyone, and we follow strict guidelines to ensure that we only promote our products to an appropriate target audience. We also make sure that all promotions are clear, fair and not misleading, and that the risks associated with our products are not downplayed compared to the benefits.

Before a new client can open an account with us, we ask them a series of questions to assess whether our products are appropriate, and if they have the necessary knowledge and experience to understand the risks involved. We may provide a warning message or decline to open an account if the response is unsatisfactory.  

Limiting client losses

We assist our clients in limiting their losses. They can attach guaranteed stops to their positions so they know their maximum possible loss when they place a trade, while our close-out monitor (COM) automatically closes clients’ positions when their margin has been significantly reduced. As of 31 May 2015, 99.4% of all client accounts were subject to the automatic COM procedure. 

Protecting our clients’ data and funds

We prioritise the security of our clients’ information and have achieved the ISO 27001:2005 certificate for information security management.

We fully segregate funds for retail individuals, in compliance with the regulations, and hold segregated client money entirely separately from our own money across a diverse range of banks. This ensures that, in the event of our default, client funds would be returned rather than being treated as a recoverable asset by our general creditors.

PricewaterhouseCoopers LLP conducts ongoing independent reviews of our controls and procedures for client money calculation and segregation (ISAE 3000). By committing to this review process, we go above standard audit checks and our regulators’ reporting requirements. This reflects our dedication to keeping our clients’ funds secure and delivering beneficial outcomes for them.

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Who we work with

We have over 152,600 active clients worldwide, with a proportion recruited through carefully chosen third-party institutional providers.

Conduct risk

We aim to provide clients with an excellent experience in all aspects of their dealings with us.

Our strategy

We’ve set five clear objectives that we believe will enable us to achieve our vision.