Putting you first
Enhancing. Changing. Improving. Inspiring. Creating. Helping. Listening. Benefiting. Valuing. Innovating. Knowing. Talking. Trading.
It’s important to us that our customers understand what we do, how we do it and why we do it.
- Read moreOur culture
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Everything we do is focussed on creating the very best trading environment for our customers. We can achieve this by innovating, constantly improving, being transparent and never being satisfied with just OK.
We are committed to:
- Providing our customers with the most innovative trading platforms and products we can
- Valuing and appreciating what our customers say and do
- Being honest and open with our customers at all times
- Improving our service based on customer feedback
- Read moreOur customers
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We put our customers at the heart of everything we do. Whoever you are and whatever reason you’re trading with us, we’re committed to providing you with the best service we possibly can.
We are committed to:
- Talking to our customers in a concise, honest and trustworthy way using every day language and no confusing jargon
- Answering questions in your preferred language where possible
- Providing relevant information to all our customers
- Being contactable whenever our customers need us
- Read moreOur service
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We take great pride in our standards of service, yet we are constantly working to improve them to make sure they match your expectations and reflect a world class offering.
We are committed to:
- Creating a better, more comprehensive trading experience
- Providing a service whenever a market is open
- Opening accounts as quickly as possible
- Keeping fair outcomes for our customers central to our decisions
- Being professional and polite
- Letting you know who you are speaking to at all times
- Responding when we say we will
- Answering all customer questions quickly and accurately
- Responding to customer emails within 90 minutes
- Responding to a complaint within 48 hours and where an issue is more complicated, advising how long it will take
- Read moreOur people
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We believe that inspiring people creates an inspiring service. People passionate about what we do and how we do it will always work hard to create a trading environment they are proud of.
We are committed to:
- Having the best trained staff in the industry
- Providing the same response to a question when speaking to any member of the company
- Being knowledgeable and passionate about our business
- Read moreYour feedback
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So we can better serve and understand our customers, we need to know where we are getting it right and where we need to improve – it’s about making sure we do a good job and are fulfilling your needs. That’s why your feedback is vital.
We are committed to:
- Making it as easy as possible for you to provide us with feedback; whether on our website, by phone, chat or email
- Dealing with all complaints as quickly as possible
- Being transparent about our complaints process
- Providing our customers with a written explanation using simple language
- Listening to customer feedback and escalating to senior management where appropriate