All processes, adding funds, trading and withdrawing funds, were actioned without error and quickly. When using the chat box my questions about a withdrawal were answered fully and speedily.
Company replied
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See what reviewers are saying
while i thought i couldn't get what i needed at first Saejin offered an alternative - a service that would actually do the job for me. Something i didn't know i could ask and has never been offered.... See more
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Good customer service Been in and out of hospital last 16 months logged in to account and charged inactivity fee on 2 accounts. I didn't know about the fees but after talking with them on chat box t... See more
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Terribly inconsistent. Sometimes — like now— I'm just not able to login and there are two issues with this. On one level, I worry that when this next happens I may miss something critical. Sec... See more
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Company details
About StoneX Trading
Written by the company
Part of StoneX Group Inc.
Your trusted trading partner, since 1983
StoneX Trading is a multi-award-winning CFD, tax-free spread betting and forex trading provider. StoneX Trading offers over 13,500 tradable markets on indices, stocks, forex, commodities, bonds & more.
Buy and sell shares, indices, forex, commodities and more. Take advantage of lightning-fast execution, award-winning platforms and superior support.
UK-based with over 40 years of experience in financial markets, StoneX Trading is part of NASDAQ-listed StoneX Group Inc.
OPEN ACCOUNT
Award-winning service
Best CFD Provider
Online Money Awards 2024
Best CFD Provider
ADVFN International Financial Awards 2024
Best Trading App
Good Money Guide Awards 2024
FOREX
STOCKS
INDICES
COMMODITIES
OPEN ACCOUNT
United Kingdom Risk Warning
CFDs are complex instruments and come with a high risk of losing money rapidly due to leverage. 69% of retail investor accounts lose money when trading CFDs with this provider. You should consider whether you understand how CFDs work and whether you can afford to take the high risk of losing your money.
Contact info
United Kingdom
- stonex.com/en-gb/individuals
4.3
Excellent
393 reviews
Asks customers to review
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Excessive charges
Left an open position for xmas period as I did not want to close at a loss. Fully aware that I would pay a charge linked to interest as I have done previously on many occasions.However 1st day into holidays and nearly £100 was deducted.2nd day over £90 expecting the same today. At this rate by the time of opening of the indicative market I will be close to having £500 deducted.Absolutely no justification for this and no one to talk to. Possible 2 reasons the first could be additional and unreasonable interest charges the 2nd could be an error. Not hopeful of the latter. I will attempt at the first opportunity for them to respond officially and I will update accordingly. But at this moment in time I feel aggrieved.
23 December 2023
Unprompted review
Reply from StoneX Trading
We're sorry to hear that your experience with us is not what you anticipated. We would appreciate the opportunity to help make things right. We investigated your case and a customer service member will reach out to assist you. Alternatively, we recommend that you contact us by phone and when connected press 9. Our support team is available by email at support.uk@cityindex.com. To have the chatbot connect you with a live person, type in “agent” or “representative.”
Avoid at all cost if you are an active trader.
I have been with them for a very long time but I strongly regret it. Things went seriously downhill since Stonex took over. I have documented plenty of cases with them and experienced hundreds if not more when they simple manipulate the order execution. If you use accurate price levels for your trading strategy and the market turns there you all of a sudden end up not getting filled.... Their price will stop 0.1 points away from your order every single time (which sounds laughable but this is what happens unfortunately) and they will hold the price there till a few seconds to see if the market turns there or not....if not ,you get the fill if it does turn you will NOT get filled at all....when you are an active trader it matters a lot.... Very irritating practice....their claim is that this is my "luck".... I am such a professional that the market always turns 0.1 points away from my orders....
Also it happens regularly that they differ from the actual market price up or down changing dynamically as your position or order would "require". I monitor independent data sources as well and it is really annoying to see what happens here and of course you cannot complain with any success....
Seems they have a very professional AI algorithm to manipulate the order executions when it matters the most.
Also around volatile moments it is almost impossible to open a position due to their price slippage and execution practice.
There is no possibility to place orders in the option market not for opening, taking profit nor a stop loss....not to mention you are not allowed to see the chart either....there must be a very concerning reason for this ...
You cannot trade cryptocurrency on the weekend....which is a joke.
Experienced PayPal Withdrawal issues on weekends recently despite PayPal should be immediate without human interference....
It happened many occasions that you cannot even login to the platform when the market is volatile.... If you have large positions it can be quite an issue.
22 December 2023
Unprompted review
Reply from StoneX Trading
We appreciate you taking the time to leave your review. As a globally regulated firm, we stand by every trade and do not benefit from financially harming our clients. Please be aware of price movements which can be affected by many factors, including, but not limited to, market volatility and available liquidity.
As a regulated firm, City Index takes its reputation as a reliable and trustworthy broker very seriously. We hope to have the opportunity to help and understand the issues that you have been experiencing. Our support team will reach out to assist you. Alternatively, we strongly encourage you contact our support team, which is available by phone 0203 194 1801, live chat, or email support.uk@cityindex.com.
udpate of address
customer service fast response, but back office process for update of address take too long 4 days no update until call in to customer service then get a response.
18 December 2023
Reply from StoneX Trading
Thank you so much for taking the time to leave a review about our services. Your feedback guides our business and helps us keep improving the service we provide.Your feedback helps us identify issues and work on solutions.If you have any questions or concerns, please don't hesitate to reach out. We're here to assist you.
Problem with withdrawing funds from the account
There is no response from customer service regarding the amount withdrawn about a month ago, and I have not received it yet. I have contacted them via email and call, The service is getting worse day after day.
17 December 2023
Unprompted review
Reply from StoneX Trading
We do apologise for the withdrawal issues you experienced on your trading account and the inconvenience this has caused. We appreciate your patience and cooperation on this matter. We investigated your case, and one of our customer service representatives will contact you with an update. Alternatively, we encourage you to contact us directly for assistance, we recommend that you contact us by phone and when connected press 9. Our support team is available by email at support.uk@cityindex.com. To have the chatbot connect you with a live person, type in “agent” or “representative.”
Very helpful attentive staff and…
Very helpful attentive staff and support team.
Top class information and service.
Always very helpful.
12 December 2023
Reply from StoneX Trading
Dear Simon,
We are incredibly grateful that you took the time out to share your feedback with us. Customer satisfaction is our top priority, and we are thrilled that you enjoyed your experience. Thank you for your kind words and continued support of the City Index team!.
Reply from StoneX Trading
We are incredibly grateful that you took the time out to share your feedback with us. Customer satisfaction is our top priority, and we are thrilled that you enjoyed your experience. Thanks for choosing City Index.
Quick and helpful online chat support
Very quick and responsive to my question through the online chat support.
City Index is outstanding, I truly love trading with them.
1 December 2023
Reply from StoneX Trading
We are glad you are enjoying our services!
closing account after more than 10 years…
I have had an account for over 10 years and have seen the service deteriorate over that time. Now it seems almost all administration is done from the U.S and not on the UK time zone. I have given up and asked them to close my account as I cant put up with such poor service
They restricted my account about 4 weeks ago because they didnt have some personal information. They didnt contact me until a week ago asking for more info which I provided and only finally unrestricted it 2 days ago. (i provided initial info many weeks ago)
I requested to withdraw MY money 2 days ago and still they have not transferred it. And today they have asked for further information before they will transfer MY money
I asked them to close my account 4 days ago via their requested email route and to date they have not replied or actioned.
30 November 2023
Reply from StoneX Trading
Thank you for your review. We’re sorry to learn that your experience with us did not meet your expectations as it once did. Please note that City Index, while being a regulated brand by FCA, has support teams globally including the UK – London office. While we strive to provide a seamless trading experience, we must balance our duty as a regulated firm to verify details under the “Know Your Customer” (KYC) and Anti-Money Laundering (AML) guidelines and sometimes may require additional information. We would reach out to you by email, providing you with instructions in terms of updating your account information.
We do ask for 3-5 business days for a withdrawal to be reflected in your bank account once processed on our end. Our withdrawal process is as follows: deposited funds must be returned to the originating source. Excess funds, or profits, may be withdrawn via wire. If you need to add a new bank account to withdraw excess funds, we are now required to validate ownership of the account by requesting a bank statement. Your trading experience is our priority. Our withdrawal process is fully transparent (as documented on our website: https://www.cityindex.com/en-uk/help-and-support/funding-and-withdrawals/ and typically straightforward and easy. However, we would like to help in resolving your matter. For help, we recommend contacting us via phone or live chat, where we offer 24-hour support from Sunday 5 PM ET – Friday 5 PM ET and our customer service team will be happy to help you. You can call us directly Local: 0845 355 0801 (local rate) or International: +44 203 194 1801.
We encourage you to contact us directly for assistance please email our support team at support.uk@cityindex.com. To have the chatbot connect you with a live person, type in “agent” or “representative.”
I have chat with Krtin K
I have chat with Krtin K, Tradefair Costumer Service. Krtin K has been very helpful from start to finished.
30 November 2023
Reply from StoneX Trading
We are delighted to hear that Krtin went above and beyond to address your concerns, Zoraida. Thank you for choosing City Index and for sharing your positive experience with our City Index team!
Reply from StoneX Trading
We appreciate you taking the time to leave your review.
it was fast and to the point.
It was fast answer, and to the points i wanted to know.
I am happy with his assistance.
5 stars .
20 November 2023
Reply from StoneX Trading
Dear Yosi, We are happy to hear that our team provided you with excellent service. We will make sure they receive your feedback. Thank you for choosing City Index and for sharing your positive experience with our City Index team!
Reply from StoneX Trading
Dear Matthew, We are incredibly grateful that you took the time out to share your feedback with us. Customer satisfaction is our top priority, and we are thrilled that you enjoyed your experience. Thank you for your kind words and continued support of the City Index team!
Directed to the right personnel to…
Directed to the right personnel to follow upon a quick assessment of my request.
Thanks guys (Manuel and Andre).
16 November 2023
Reply from StoneX Trading
We are grateful that you took the time to share your review with us. We will make sure your customer representatives receives your kind feedback.
Payments back to you card are now…
Payments back to you card are now processed through US so now there is a delay on monies getting back into your account. Customer Service agent are an arrogant bunch.
13 November 2023
Unprompted review
Reply from StoneX Trading
Thank you for your review. We are disappointed to hear that your expectations have not been met. We investigated your case and a customer service member will reach out to you. We do appreciate your patience and cooperation on this matter.
Very responsive and clear
Very responsive and clear. It is great to have a " human line" to clarify things if needed. Keep that up.
7 November 2023
Reply from StoneX Trading
We are happy to hear that our team provided you with excellent service. We will make sure they receive your feedback.
Response is fast & it does help in my…
Response is fast & it does help in my query. Excellent 👍😊
6 November 2023
Reply from StoneX Trading
Thank you for the awesome review! We work hard to meet expectations like yours, and we are happy to hear we hit the mark for you.
Reply from StoneX Trading
Dear Keith, We are happy to hear that our team provided you with excellent service. We will make sure they receive your feedback. Thank you for choosing City Index and for sharing your positive experience with our City Index team!
Very responsive and helpful
1 November 2023
Reply from StoneX Trading
Thank you for taking the time to share your positive experience with our services. CityIndex is thrilled to hear that it exceeded your expectations and appreciates your business!
Reply from StoneX Trading
Dear Michael, Thank you for your 5-star review. It's always great to hear about our client's experience with our services and team. All the best!
The Customer Service Officer who…
The Customer Service Officer who attended to me was very helpful in resolving my issue.He was very approachable person and was very patient .
26 October 2023
Reply from StoneX Trading
Dear Thanabalan,
We are happy to hear that our team provided you with excellent service. We will make sure they receive your feedback.
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