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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
To date I have had nothing but good experiences with City Index, my dealings have been with Charles Carpenter and he has been great on any queries I have had. Would certainly recommend.
Company replied
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
Company replied
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
Company replied
Company details
- Finance Broker
- Financial Institution
- Gold and Silver Trading Company
- Investment Company
- Investment Service
- Stock Broker
About City Index
Written by the company
Part of StoneX Group Inc.
Your trusted trading partner, since 1983
City Index is a multi-award-winning CFD, tax-free spread betting and forex trading provider. City Index 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, City Index 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
SHARES
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
Moor House, 120 London Wall, EC2Y 5ET, London, United Kingdom
- 0800 060 8609
- support.uk@cityindex.com
- www.cityindex.com
4.3
Excellent
389 reviews
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great platform and easy to use
Great platform and easy to use. Konrad explained managing risk to me in an understandable way. Excellent service!
July 27, 2022
Unprompted review
Reply from City Index
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.
July 26, 2022
Unprompted review
Reply from City Index
Thank you for your 5-star review!
Reply from City Index
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
June 2, 2022
Reply from City Index
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.
June 2, 2022
Reply from City Index
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
June 1, 2022
Reply from City Index
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 City Index
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
June 1, 2022
Reply from City Index
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
June 1, 2022
Reply from City Index
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.
June 1, 2022
Reply from City Index
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"???
June 1, 2022
Reply from City Index
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,
June 1, 2022
Reply from City Index
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
May 25, 2022
Unprompted review
Reply from City Index
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.
April 12, 2022
Unprompted review
Reply from City Index
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.
February 23, 2022
Unprompted review
Reply from City Index
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.
System seems to have faults today but…
System seems to have faults today but more importantly the call centre staff seem unable to understand the problems and how to access client accounts. Worse still the lines keep breaking down .Hopeless - had to email them .
December 3, 2021
Unprompted review
Reply from City Index
Thank you for your feedback. We strive for excellent customer service and are disappointed to hear that you did not have a positive experience when trying to contact our client service team.
Your issue was escalated within our support team, and we understand that it has recently been resolved. We apologize for any inconvenience caused and hope you continue to enjoy trading with us. Should you require any assistance in the future, our customer service team is available 24/5 via live chat, email (support@cityindex.co.uk), or by calling 0845-355-0801.
Unable to withdraw available funds in…
Unable to withdraw available funds in almost a week. No urgency to resolve in a volatile market but they blame Braintree for not processing payments, interesting that they can still process deposits. In response to making a negative review my account was closed. It's 2 weeks now and still no refund but 14 day notice to close account counting down. This is a VERY RISKY company to deal with, not recommended at all.
November 15, 2021
Unprompted review
Reply from City Index
Thank you for your feedback, Julia. We apologise for the poor experience you have had. While we try to make your withdrawal process as seamless as possible, we are obligated to comply with strict regulations to ensure the safety of any funds being withdrawn. Domestic bank transfers typically take within 1-2 business days and have to be withdrawn to the same source of the deposit. Information on our withdrawal procedures can be found using the following link:
https://www.cityindex.co.uk/help-and-support/funding-and-withdrawals/
There may be a number of reasons why your withdrawal process has been delayed. Our client management team will be able to help you sort out any issues you may be facing. They are available 24/5 via live chat, email (support@cityindex.co.uk), or phone (0845 355 0801).
Quiet happy with the service provided by City Index
I have been trading quiet a while with City Index and am quiet happy with the reliability of trading platforms. Recently I contacted my accounts manager for some statistics regarding my trading performance going back to January 2020. My accounts manager promptly supplied me this information which otherwise would have taken me hours to extract from monthly statements.
November 7, 2021
Reply from City Index
Thank you for your generoud feedback. We appreciate your time and business with us. We truly hope that you continue to enjoy trading with us. If you have any questions, please feel free to reach out to our support team by email support@cityindex.co.uk.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.