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Complaints Handling Procedure

CMG is a trading name of AxiTrader Limited, which is incorporated in St Vincent and the Grenadines, number 25417 BC 2019 by the Registrar of International Business Companies, and registered by the Financial Services Authority, and whose address is Suite 305, Griffith Corporate Centre, 1510, Beachmont Kingstown, St Vincent and the Grenadines.

CMG is committed to: 

  • providing a high standard of client service; and

  • maintaining our reputation for integrity and accountability.

We welcome feedback on our service at any time. If you are dissatisfied with our services please give us the opportunity to fix the problem. We will investigate, answer your questions and work hard so you enjoy trading with CMG.

CMG’s complaints handling procedures seek to ensure complaints are reviewed independently and result in fair resolutions to customer complaints.

What is a Complaint?

CMG defines a complaint as “an expression of dissatisfaction, whether oral or written, with a product or service provided by CMG that is not resolved at the first point of contact.”

How to make a Complaint

Any member of CMG staff can receive a customer complaint and has the responsibility to do everything within their authority to resolve the issue at the first point of contact.

Where a member of staff feels they lack the experience, expertise or authority to settle the matter immediately, they may refer the matter to their supervisor.

We may ask you to provide details to us in writing. This includes specifying the nature of the complaint, providing us with specific details, and the desired outcome or action you wish CMG to take to settle the complaint to your satisfaction. We may ask you to provide relevant material to support the complaint; doing this will help us respond quickly.

You can contact our Client Services team through any of the contact details below:

Client Services
CMG
Suite 305, Griffith Corporate Centre
1510, Beachmont, Kingstown
St. Vincent and the Grenadines
Email: support@cmgau.com
Phone: +61 2 4036 3165

Investigation

On receipt of your complaint our staff will discuss the issue with you and, if required, will complete an investigation.

Whilst our internal procedures generally allow us up to 45 calendar days to deal with a complaint, every effort will be made to resolve complaints with 21 calendar days of receipt.

If we are unable to resolve the complaint within 45 calendar days we will: (a) inform you of the reasons for the delay; (b) provide you with updates on the progress of the complaint; and (c) specify a date when a decision can be reasonably expected. We would expect that in most cases the above process would deal with the matter fully and to your satisfaction.

Internal Escalation

We expect that our front line staff and supervisors will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may elect to have the matter reviewed.

Simply write to CMG / AxiTrader Limited at the address below and our Complaints Officer will independently review the matter:

Complaints Officer
Suite 305, Griffith Corporate Centre
1510, Beachmont, Kingstown
St. Vincent and the Grenadines
Email: support@cmgau.com

Suite 305, Griffith Corporate Centre
1510, Beachmont, Kingstown
St. Vincent and the Grenadines

P: +61 2 4036 3165
E: support@cmgau.com

Trading name of AXI Trader Limited
(Business Company Number 25417
BC 2019)

Risk Warning: CMG is a trading name of AxiTrader Limited, which is incorporated in St Vincent and the Grenadines, number 25417 BC 2019 by the Registrar of International Business Companies, and registered by the Financial Services Authority, and whose address is Suite 305, Griffith Corporate Centre, 1510, Beachmont Kingstown, St Vincent and the Grenadines. Over-the-counter derivatives are complex instruments and come with a high risk of losing substantially more than your initial investment rapidly due to leverage. You should consider whether you understand how over-the-counter derivatives work and whether you can afford to take the high level of risk to your capital. Investing in over-the-counter derivatives carries significant risks and is not suitable for all investors. When acquiring our derivative products you have no entitlement, right or obligation to the underlying financial asset. CMG is not a financial adviser and all services are provided on an execution only basis. Information is of a general nature only and does not consider your financial objectives, needs or personal circumstances.

All clients: Important legal documents in relation to our products and services and contact details for further information are available on our website at www.cmgau.com. You should read and understand these documents before applying for any CMG products or services and obtain independent professional advice as necessary.

Cryptocurrencies like Bitcoin are extremely volatile and can move or jump in price with no apparent reason due to lack of liquidity and ad hoc news. There is little or no fundamental reasoning behind its pricing and as such trading CFDs in Bitcoin pose a significant risk to Retail Clients. While CMG only quotes Bitcoin during the week, it can trade over the weekend, meaning there could be a significant price change between Friday and Monday. It should only therefore be traded by those clients with sufficient experience to understand that they risk losing all their investment, or more, in a short period of time, and only a very small part of their portfolio should be used.