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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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
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Very helpful attentive staff and…
Very helpful attentive staff and support team.
Top class information and service.
Always very helpful.
December 12, 2023
Reply from City Index
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 City Index
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.
December 1, 2023
Reply from City Index
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.
November 30, 2023
Reply from City Index
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.
November 30, 2023
Reply from City Index
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 City Index
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 .
November 20, 2023
Reply from City Index
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 City Index
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).
November 16, 2023
Reply from City Index
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.
November 13, 2023
Unprompted review
Reply from City Index
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.
November 7, 2023
Reply from City Index
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 👍😊
November 6, 2023
Reply from City Index
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 City Index
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
November 1, 2023
Reply from City Index
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!
Good company
October 30, 2023
Reply from City Index
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 .
October 26, 2023
Reply from City Index
Dear Thanabalan,
We are happy to hear that our team provided you with excellent service. We will make sure they receive your feedback.
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.
October 23, 2023
Reply from City Index
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
October 18, 2023
Reply from City Index
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.
October 12, 2023
Reply from City Index
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.
October 11, 2023
Reply from City Index
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.
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