XM Contact Us
At XM, we prioritize open and transparent communication with our clients. Whether you have a question, need assistance, or want to provide feedback, our dedicated support team is here to help. This article outlines the various channels through which you can reach us and the type of inquiries each channel is best suited for.
Customer Support Channels
We offer multiple convenient channels for you to contact us, ensuring that your inquiries are addressed promptly and efficiently.
Online Chat
Our online chat service is available 24/5 (Monday to Friday), allowing you to connect with our knowledgeable support representatives in real-time. This channel is ideal for:
- General inquiries
- Account-related questions
- Trading platform issues
- Deposit and withdrawal assistance
To access the online chat, simply log in to your XM Members Area and click on the “Live Chat” icon. Our chat support team is comprised of multilingual representatives fluent in various languages, ensuring effective communication regardless of your preferred language.
If you prefer communicating via email, you can reach us at [email protected]. This channel is suitable for:
- Detailed inquiries
- Submission of documents
- Follow-up on ongoing issues
Our support team aims to respond to all email inquiries within 24 hours, ensuring a timely resolution to your concerns. To expedite the process, please provide detailed information about your inquiry, including your account number and any relevant details or attachments.
Phone
For more urgent matters or if you prefer speaking directly with a representative, our phone support lines are available 24/5 (Monday to Friday). You can reach us at:
- +357 25 025 025 (International)
This channel is recommended for:
- Time-sensitive inquiries
- Complex issues requiring immediate assistance
- Account-related matters that require personal attention
Our phone support representatives are highly trained and knowledgeable, ready to assist you with any inquiry or issue you may have.
Social Media
You can also connect with us through our official social media channels, including Facebook, Twitter, Instagram, and LinkedIn. While not intended for urgent inquiries, these platforms are useful for:
- General inquiries and announcements
- Sharing feedback and suggestions
- Staying updated on XM news and events
- Engaging with our online community
Our social media team actively monitors these channels and will respond to your inquiries or direct you to the appropriate support channel if necessary.
Client Categorization
At XM, we follow a strict Client Categorization policy to ensure that each client receives the appropriate level of service and protection based on their experience and knowledge. Upon opening an account, you will be categorized as either a Retail Client or a Professional Client.
Retail Clients are afforded the highest level of protection under the applicable regulations, including negative balance protection, segregated accounts, and access to compensation schemes (where applicable).
Professional Clients, on the other hand, are assumed to have a higher level of knowledge and experience in financial markets and may be subject to different levels of protection.
If you believe your client categorization is incorrect or wish to update your status, you can contact our support team for assistance.
Client Categorization Benefits
| Client Category | Retail Client | Professional Client |
| Negative Balance Protection | Yes | No |
| Segregated Accounts | Yes | Yes |
| Compensation Scheme Access | Yes (where applicable) | No |
| Enhanced Reporting | Yes | No |
| Suitability Assessment | Yes | No |
Complaints and Feedback
We value your feedback and take all complaints seriously. If you have any concerns or issues with our services, products, or personnel, you can submit a formal complaint through the following channels:
- Online Complaint Form (accessible via your XM Members Area)
- Email: [email protected]
- +357 25 025 025
Our dedicated Complaints Department will investigate your complaint thoroughly and provide a resolution within a reasonable timeframe, as per our Complaints Handling Procedure. We strive to address all complaints in a fair and transparent manner, ensuring that your concerns are given the attention they deserve.
Complaints Handling Process
- Submission: You can submit your complaint through any of the channels mentioned above, providing detailed information about the issue and any supporting documentation.
- Acknowledgment: Within 48 hours of receiving your complaint, our team will acknowledge receipt and provide you with a reference number for future communication.
- Investigation: Our Complaints Department will conduct a thorough investigation, gathering all relevant information and evidence related to your complaint.
- Resolution: Once the investigation is complete, you will receive a final response outlining the outcome and any corrective actions taken, if applicable.
- Appeal: If you are dissatisfied with the resolution, you can appeal the decision by providing additional information or evidence within a specified timeframe.
Frequently Asked Questions
Yes, XM offers multilingual support in various languages, including. When contacting us, you can specify your preferred language, and a representative fluent in that language will assist you.
Our response times vary depending on the channel and the complexity of the inquiry. Generally, you can expect a response within 24 hours for email inquiries and immediate assistance for phone and online chat channels during operational hours.
When submitting a complaint, please provide the following information:
- Your account number
- A detailed description of the issue or concern
- Any relevant dates, times, and individuals involved
- Supporting documentation (if applicable)
- Your preferred resolution or desired outcome
