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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Login Problem Resolution
The technician sorting out why I could not login was clear in his instructions. Helpful in walking me through processes, which led to a positive outcome.
23 October 2023
Reply from StoneX Trading
Dear Peter,
We are happy to hear that our team provided you with excellent service. We will make sure they receive your feedback.
Great tech support
18 October 2023
Reply from StoneX Trading
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!
Try different broker
*** City Index in my private ranking is the worst broker on the market. ***
Here is what to expect from his broker.
The mobile app has bugs and it crashes. The issue was reported multiple times and was only partially fixed.
Web Platform during the last two months:
* Crashed 5 times (five times!), during each crash the platform was unavailable or the charts did not work.* Crash number 4 - was a very special one, the platform and mobile app were unavailable for hours.
*** City Index does _not_ cover the losses that occurred during the platform crashes. ***
During a recent platform upgrade, they introduced bugs. They did not test their platform properly before it was given to the traders, as a result, their 2h,4h,8h, and weekly charts showed incorrect candles. It took them weeks to resolve it after multiple interventions from my side. In general, they have very low standards in terms of software testing.
*** They are for 40 years on the market, but it does not translate to a high-quality platform or good customer service. ***
Customer Service / Support - every time you report the issue they will suggest that the issue is on your end, that's why make sure you take pictures and videos if any issue occurs during the trading. They will do everything to deny any issue on their side.
Their trading platform is basic (Trading View out of the box). UX experience is not great. - there is room for improvement and there are missing functionalities (trading from the chart, trailing stop - limited configuration).
Volume - this broker does not offer volume data. If you use any indicators that need volume data then here all the main indicators won't work.
Account Manager - won't help you to resolve any of your queries.
City Index said: "... We work hard to make every customer experience enjoyable, and we are sorry we have not been able to meet your expectations this time. Although we take great pride in our products and services, we understand that there is always room for improvement."
This is a meaningless statement written by their PR/Marketing department and has nothing to do with reality. You will be ignored. Nothing is seamless. They are unprofessional. This is the most technologically illiterate broker on the market. Expect the never-ending saga of platform bugs and malfunctions.
If you trade NASDAQ, their fees (spread) are higher than some other brokers (3 points outside trading hours, you can find better prices).
Execution is not great, especially during busy periods. It means when you try to open a position during busy trading hours you will have to click multiple times the buy/sell button to open a position and you may end up in a very different place than intended.
This broker is suitable only for people who mastered their trading skills and looking for extra challenges. Someone who needs extra adrenaline. If you are ok with unexpected platform crashes, platform bugs, and poor support this is a perfect broker for you.
All other people please try a different broker. The issues mentioned above put your capital at risk.
Their compliance team - when they responded to my complaint they showed that reading is not their strongest skill. They responded to a query that was not even covered by my original email.
There are no good intentions in this department.
12 October 2023
Reply from StoneX Trading
Thank you for your review. Our Support team has reached out to you to discuss your feedback. We work hard to make every customer experience enjoyable, and we are sorry we have not been able to meet your expectations this time. Although we take great pride in our products and services, we understand that there is always room for improvement. For this reason, we encourage our traders to provide more feedback about their trading experience with us. While we do pride ourselves on providing our clients with competitive spreads, please be aware of price movements which can be affected by many factors, including, but not limited to, market volatility and available liquidity. We hope to hear more about your experience with our platform and services so that we may use that feedback to keep improving. Please reach out to our support team by email at support.uk@cityindex.com with any issues, comments, or suggestions.
The response was a tad bit slow but…
The response was a tad bit slow but helpful nonetheless.
11 October 2023
Reply from StoneX Trading
Thank you for your review. Our Customer Service representatives work hard to ensure all our clients’ trading account questions are answered thoroughly and in a timely manner. However, we recognize that there are always ways in which we can improve. To this end, we are continuously training our staff to provide our customers with the superior customer experience they expect. We have passed your comments on to our team. Thank you for choosing City Index.
Excellent service
11 October 2023
Reply from StoneX Trading
Thank you for your 5-star review of our customer service team! We are glad that we were able to address your concerns and provide you with the stellar experience you deserve. City Index appreciates your positive feedback!
Krtin K was of great help, help me solve my problem
Krtin K was of great help. But your company should look into the problem I told him(or her?)
29 September 2023
Reply from StoneX Trading
Thank you for your 5-star review. We appreciate that you took the time to review us, and hope you continue to enjoy trading with us. We understand that there is always room for improvement and would love to hear more from you. Please email our support team with any suggestions or comments you may have.
responce was good and quich
28 September 2023
Reply from StoneX Trading
Thank you for 5-star review. Our customer service representatives work hard to ensure all our clients’ questions are answered thoroughly and in a timely manner. However, we recognize that there are always ways in which we can improve. To this end, we are continuously training our staff to provide our customers with the superior customer experience they expect. We have passed your feedback onto our customer services team. Thanks for choosing City Index.
fast and responsive from Andre
27 September 2023
Reply from StoneX Trading
Thank you so much for your kind words. We really appreciate you taking the time to share your experience with us, and we agree, Andre is truly an asset to our customer service team!
Reply from StoneX Trading
Thank you for your 5-star review. 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.
Feedback
When an announcement is made, all cust service representatives need to be familiar with the update to advise clients in case clients enquire.
22 September 2023
Reply from StoneX Trading
Thank you for your feedback. Our customer service representatives work hard to ensure all our clients’ questions are answered thoroughly and in a timely manner. However, we recognize that there are always ways in which we can improve. To this end, we are continuously training our staff to provide our customers with the superior customer experience they expect. We have passed your feedback onto our customer services team. Thanks for choosing City Index.
Reply from StoneX Trading
Thank you Stephen for your great review of our services. We have passed your kind words on to our team. The Customer Service team is passionate about providing every customer with an outstanding experience and they will be delighted to know they hit the mark with you.
Reply from StoneX Trading
Thank you for your 5-star review of our customer service team! We are glad that we were able to address your concerns and provide you with the stellar experience you deserve. City Index appreciates your positive feedback!”
Reply from StoneX Trading
Thank you for your 5-star review of our customer service team! We are happy to hear that our team provided you with excellent service. We will make sure they receive your feedback
Prompt and helpful online support from…
Prompt and helpful online support from Andre
13 September 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 representative Andre receives your kind feedback.
Why I give 3 stars
I didn't get the answer I needed on why I am not able to make a fund deposit to my account. Although the chat assistant, Krtin, did all he could to assist, my query was left unanswered. Instead, I was asked to forward some images to the Finance department to perform some manual entries to try and resolve my issue. This is a 1 star deduction for me. The other 1 star deduction is for the manner in which the chat went about. I wasn't sure if Krtin was still at the other end of the line on a few occasions when I just needed a yes or no reply. I had to enter "Hello" (are you there?) to get some inkling that my chat was listened to. Would be great to keep in mind that folks on this side won't know what is going on over at the other side, even though our queries are tended to.
10 September 2023
Reply from StoneX Trading
We understand and truly apologise for the deposit issues you have been experiencing with your account. Our Customer Service representatives work vigorously to ensure all our clients’ trading account questions are answered thoroughly and in a timely manner. However, we recognize that there are always ways in which we can improve and optimize customer experience. To this end, we are continuously training our staff to provide our customers with a more superior customer experience than they expect.
City Index strives to provide our clients with the most quick and easy trading experiences. While we strive to make our deposit process as seamless as possible, we must balance this with our duty as a regulated firm to verify details under the “Know Your Customer” (KYC) and Anti-Money Laundering (AML) guidelines set forth by our regulator. We are required to request this information going forward to show that you are the sole owner of the bank account being used to fund your trading account.
recapture
I hade a recapture issue that was going on for nearly 3 month and I spoke to a number of helpful people over the phone but unfortunately no one could resolve the problem but when I spoke to Solomon, he new exactly how to solve the issue.
thanks a lot for your help
7 September 2023
Reply from StoneX Trading
Thank you for your 5-star review of our customer service team! We are happy to hear that our team provided you with excellent service. We will make sure they receive your feedback.
Being confused as to why i couldn't…
Being confused as to why i couldn't begin my trading, the person i spoke to was very patient and helpful when it came to making sure i know how to fix the problem.
3 September 2023
Reply from StoneX Trading
Thank you for your 5-star review of our customer service team! We are glad that we were able to address your concerns and provide you with the stellar experience you deserve. City Index appreciates your positive feedback!
Individual stocks can take several minutes to open
I'm only using a demo account and I don't claim to be all that experienced. I just can't understand why it can sometimes take several minutes after the opening time of the market (eg 2.30pm UK time for the US) for the stock to be available to trade on Citi Index. It happens on my phone app and on their web login.
1 September 2023
Unprompted review
Reply from StoneX Trading
Thank you for your review. Customer experience is our highest priority at City Index, and we will escalate your feedback to the appropriate teams immediately. For assistance, we strongly recommend contacting us via live chat, or by calling 0800 060 8609, where we offer 24-hour support from 15:00 GMT Sunday to 22:00 GMT Friday. Alternatively, you can always email us directly at support.uk@cityindex.com, and our client management team will be happy to speak with you in more detail.
At least I was with a real person who…
At least I was with a real person who did his best to help. All OK
27 August 2023
Reply from StoneX Trading
We really appreciate you taking the time to share your feedback. It's always great to hear about our client's experience with our services and team.
Reply from StoneX Trading
Thank you for your 5-star review! We are excited to hear your client services experience with us has met your expectations and hope you continue to have a positive trading experience with us.
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