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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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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Had an account with these for about 2…
Had an account with these for about 2 years. Wanted to try a new strategy with a different broker. It is ok, but not as good tools as IG and others that I've tried like CMC.
17 February 2023
Unprompted review
Reply from StoneX Trading
Thank you for taking the time to leave your review. We are sorry to hear that your expectations have not been met at this time and encourage you to contact our customer support team with any additional information so that we can help improve your experience with us. You can call us on 0203 194 1801, email at support@cityindex.co.uk, or use the live chat feature on our website.
1) why the trades are halt and close…
1) why the trades are halt and close button are jammed?
2) why upon market is open your platform is not open?
3) why does the stop loss is hit but in real the market price did not reach that price in the first place?
Pls answer this questions publicly rather asking to speak to a customer service, the public should know.
4 January 2023
Unprompted review
Reply from StoneX Trading
We thank you for the feedback provided. In order to ascertain the root cause of your connectivity issues, we would need to further isolate the issue as being localized at the user device level, user internet connectivity, or any specific platform operation matters for that market.
Please ensure that you are viewing the correct bid or ask chart according to your trade. For a further explanation, you can reach us any time via the live chat feature on our website, by calling +65 6826 9988, or emailing enquiries@cityindexasia.com
I worked with James Internicola to… set up a MetaTrader4 Corporate account and fund the account.
I worked with James Internicola to setup my Forex.com account. I had a lot of problems with setting up the correct account type, but James walked me through each and every problem I encountered.
James is very professional, personable, helpful plus a few more adjectives all of which made it a pleasure working with him.
24 January 2023
Reply from StoneX Trading
We are glad to hear that you had such a positive experience with one of our onboarding specialists. We take our reputation as a trustworthy and reliable broker seriously, one which puts clients first. We appreciate your review, and we are happy to hear that you are enjoying our trading platform.
Back to IG, CityIndex poor.
I switched from 10 years with IG to go to Cityindex. The CityIndex PC watch lists are good and easy to manage, but the charting tool is 'clunky' and buggy, particularly on their phone app, which use Tradestation, whereas IG was smarter and easy to use and doesn't forget settings and put menus over the top of the lines I'm trying to edit!!! And CityIndex customer service is very, very poor. Back to IG.
12 September 2022
Unprompted review
Reply from StoneX Trading
Thank you for your review. We are disappointed to hear that your expectations have not been met. Customer experience is our highest priority at City Index, and we will escalate your feedback to the appropriate teams immediately.
If you have been having trouble reaching one of our customer specialists, we strongly recommend contacting us via live chat, or by calling 0845 355 0801, 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@cityindex.co.uk, and our client management team will be happy to speak with you in more detail.
Great platform and easy to use
Great platform and easy to use. Konrad explained managing risk to me in an understandable way. Excellent service!
27 July 2022
Unprompted review
Reply from StoneX Trading
We appreciate you providing your kind review and hope that you continue to enjoy trading with us.
Konrad Kowalewski
Konrad called me after I opened a live account. I appreciated the customer care as I rarely have used a live account although I have many years experience of tinkering with a demo account. (I'm very cautious !) While Konrad was on the call I took the opportunity to ask about the automatic safety on the account if my funding level was breached and was assured that CI do not let customer accounts fall into -ve. Also Konrad explained when I asked about how the account handles dividends. All in all a good experience - top marks to CI.
26 July 2022
Unprompted review
Reply from StoneX Trading
Thank you for your 5-star review!
Reply from StoneX Trading
We really appreciate you taking the time to leave us a review. We take our reputation of being a reliable and trustworthy broker very seriously. Is there anything that would improve your trading experience? Please email our support team with your comments and suggestions at support@cityindex.co.uk.
good platform narrow spreads
2 June 2022
Reply from StoneX Trading
Thank you for your review. We hope you continue to enjoy using our trading platform. What can we do to do improve your trading experience? Please email our support team with any additional comments and suggestions at support@cityindex.co.uk.
Platform very user friendly.
Platform very user friendly.
Product range excellent - although some options on major indexes and products would be useful.
Customer care / liaison colleagues excellent,
That 's it.
2 June 2022
Reply from StoneX Trading
Thank you for your 5-star review! We are glad to hear you are enjoying using our platform.
I have no contact from your side
I have no contact from your side. I have problems with my account and withdrawal. I send emails oll the time and you do not answer.
terrible
1 June 2022
Reply from StoneX Trading
We apologize for any inconvenience. We are sorry to hear that your withdrawal process has not been a smooth one. While we strive to make our withdrawal 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.
For immediate assistance, please reach out to our support team through phone (0845-355-0801) or live chat.
Reply from StoneX Trading
Thank you for your review. Although we take great pride in our products and services, we understand that there is always room for improvement. Please reach out to our support team with any suggestions or comments by phone (0845-355-0801), live chat, or email support@cityindex.co.uk.
Withdrawal can be slow and overnight…
Withdrawal can be slow and overnight charges excessive
1 June 2022
Reply from StoneX Trading
Thank you for your review. We are sorry to hear that your withdrawal process has not been a smooth one. While we strive to make our withdrawal 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.
You can learn more about overnight fees by clicking on the following link:
https://www.cityindex.com/en-uk/trading-academy/courses/trading-with-leverage/overnight-funding-explained/
If you have any additional questions, please contact our support team by phone (0800-032-1948), live chat, or email support@cityindex.co.uk.
Best online web site All information is…
Best online web site All information is available Very easy to navigate Very simple to use
1 June 2022
Reply from StoneX Trading
We are glad you are enjoying our services!
Personally
Personally, I find it very easy to trade here. I have been using the platform for several years, on and off. I don't recall having any issues. All my trades seem to go through as expected.
1 June 2022
Reply from StoneX Trading
Thank you for your review! We are glad to hear that you are enjoying our trading platform.
cheated
Several years ago I was cheated on a sell trade. The market was falling and at this point I was 60 points up. I put a stop at where I got in and suddenly I was closed-out. When I called to ask what had happened, I was told that the market (for a millisecond) spiked exactly 60 point up!!... and back to where it was?? Clearly it is your index and simulates the real market as you permit.
I was also stopped from releasing a stop(on the App) as it approached the stop price. I called to effect the stop removal to be told "it was locked-in"???
1 June 2022
Reply from StoneX Trading
We appreciate you reaching out to us regarding your trade.
Market volatility, liquidity, and system availability may delay trade executions. Prices can change quickly in fast market conditions, resulting in an execution price different from the price available at the time your order is submitted. Please be aware of price movements which can be affected by these factors. We recommend you familiarize yourself with our educational materials on our website:
https://www.cityindex.com/en-uk/trading-academy/
If you believe a trade was executed improperly, please don’t hesitate to reach out to us so that we can conduct a thorough investigation. We stand behind every trade we execute; if we find that your position was stopped out improperly, we will always do our best to reconcile your account.
If you require any additional assistance, please reach out to our team by phone (0845-355-0801), live chat, and email support support@cityindex.co.uk.
I have had an account with city index…
I have had an account with city index for a few years now, I have not had a cause to contact them about anything, there are plenty of charts and indicators to choose from,
1 June 2022
Reply from StoneX Trading
We are glad you are enjoying our services!
Disappointed to have been kept waiting…
Disappointed to have been kept waiting 2-3 days. Still unable to switch accounts online via city index app. I had 2 positions open, if the market turned I could have been in a lot of trouble. No one is bothered at CI to update system to ensure it works on all platforms. VERY POOR SERVICE
25 May 2022
Unprompted review
Reply from StoneX Trading
We're sorry to hear about your experience with us. We encourage you to reach out to our support line with more details on the issues that you have been having. Please reach out to our support line by phone, (0845-355-0801) live chat, or email support@cityindex.co.uk.
Worst customer support ever.
Worst customer support ever.
Visited their website, because they are regulated UK broker. Wanted to know, if they offer MT4/MT5 Spread Betting account for Professional clients. Information nowhere to be found on the website.
I decided to call or chat with them. To my surprise, I found out that I cannot contact them at all, they are so busy that they don't offer ANY CONTACT whatsoever to non-clients.
So I created the account. Soon after, I received a welcome call from rep. I asked my questions and got the answer - they don't offer services I require. I left feedback to representative, that they should include information I needed on the website and do not block non-clients from contacting them when they need to ask for something, that's ridiculous. I asked representative to close my account, as I never needed it in the first place - they don't offer services I need.
Fast forward two weeks. My account is still active, I receive newsletters.
In March, I asked them on e-mail to close my account. Nothing.
I asked again in April. Nothing.
I just sent them third e-mail, asking to close my account. I don't expect miracles.
WORST possible customer support I've seen so far from FCA regulated broker.
I can't even imagine what would it be like if I had a REAL problem as a customer, for example issue with a deposit or withdrawal.
EDIT: Thanks for your reply below. Indeed I can see now that telephone number and Live Chat is available for logged out, non-clients. That's a progress.
12 April 2022
Unprompted review
Reply from StoneX Trading
We apologize for any inconvenience this may have caused you and understand how frustrating this must be. Please note that our live chat option is available on the page linked below. You would need to click on a blue button that says "Let's chat" to speak to a representative through our chat line. For any immediate issues, it might be best to reach out through phone or live chat for immediate assistance in this matter.
https://www.cityindex.co.uk/contact-us/
You can reach us by phone (0800 060 8609), live chat, and email support@cityindex.co.uk to escalate your request.
Very bad experience
The firm has disconnected the (verified) bank account from my account, and I cannot withdraw funds. It took 2.5 weeks to reply to a simple email, and the response is unintelligible.
I am very concerned about this company.
23 February 2022
Unprompted review
Reply from StoneX Trading
Thank you for your review. We are disappointed you have not had a pleasant experience with City Index.
While we strive to make our withdrawal 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 withdraw the funds back to the exact same personal bank account used to fund your trading account.
Our withdrawal process is as follows: deposited funds must be returned to the originating source. Excess funds, or profits, may be withdrawn via bank transfer or wire. If you add a new bank account to withdraw excess funds, we are required to validate ownership of the account by requesting a bank statement.
If you are still encountering some difficulties, please reach out to us by call, chat, or email and one of our client support team members will help you resolve the case. Our support email is support@cityindex.com and you can also call us directly toll-free: 1.877.367.3946.
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