To report a ThinkMarkets trade dispute, submit a support request through ThinkPortal or complete the trade investigation form. The ThinkMarkets team will respond within one business day.

If you do not receive your ThinkMarkets welcome email after account approval, check your spam or trash folders. If it is still not found, contact ThinkMarkets support via live chat, phone, or email

To file a ThinkMarkets complaint, contact support team via live chat, phone, or email.

To report a ThinkMarkets platform issue, contact ThinkMarkets client support team via live chat, phone, email or submit a request in ThinkPortal.

To report spam or fake websites related to ThinkMarkets, contact support team via live chat, phone, or email.

ThinkMarkets will never initiate contact via third-party messaging apps such as WhatsApp, Telegram, or SMS to offer jobs or work opportunities. All legitimate recruitment is conducted through official channels, including the ThinkMarkets Careers page and corporate LinkedIn profile, with communication sent only from verified @thinkmarkets.com email addresses.

The official hiring process includes formal application review, assessments, and scheduled interviews, and job offers are never made without completing this process. ThinkMarkets does not request any fees, deposits, or sensitive information before a formal offer is accepted.

If you receive suspicious communication claiming to be from ThinkMarkets, do not respond or engage. Take a screenshot and report it to the ThinkMarkets support team via email.

To verify that a phone call is genuinely from ThinkMarkets, request a One-Time Password (OTP) from the caller. The OTP consists of two parts — a 6-digit and a 3-digit code, for example 123456+789 — and will be sent to your registered mobile number via SMS. Log in to ThinkPortal to verify the OTP. If you cannot access ThinkPortal during the call, you can verify it at a later time.

If two mobile numbers are registered on your account, the OTP will be sent to the secondary number. This feature is currently only available for phone verification and is not supported for landline-only accounts, as it requires SMS delivery.

To verify that a phone call is genuinely from ThinkMarkets, request a One Time Password (OTP) from the caller. The OTP consists of two parts — a 6-digit and a 3-digit code, for example 123456+789 — and will be sent to your registered mobile number via SMS.

Log in to your ThinkPortal account and go to Profile, then Personal Information to confirm your registered mobile number is correct. Open the Security section and select One Time Password Verification. Enter the full OTP in the format 6 digits plus 3 digits, for example 123456+789, complete the human verification, and submit.

If the code is correct, it will show as verified. If not, you will see an invalid code message. OTPs are sent to your registered mobile number, including a secondary number if available, and are not supported via landline or email.

A vulnerable client is someone who, due to personal circumstances, may be more susceptible to harm, especially without appropriate support. This may include temporary or long-term conditions that affect decision-making, risk management, or emotional wellbeing.

The Financial Conduct Authority defines a vulnerable customer as someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm does not act with appropriate levels of care. ThinkMarkets recognises that vulnerability is not fixed and can affect anyone at any time.

Client vulnerability can arise from a range of factors, including health conditions such as physical disabilities, mental health challenges, addiction, or chronic illness; life events such as bereavement, redundancy, relationship breakdown, or trauma; low resilience, including limited emotional capacity or lack of financial buffer; reduced capability, such as limited financial literacy, confidence, or digital skills; and behavioural triggers like compulsive trading, excessive risk-taking, or neglect of personal responsibilities.

ThinkMarkets recognises that every client is different and aims to identify signs early while responding with care and professionalism.

Unaddressed vulnerability may affect your ability to make rational, informed trading decisions.

Possible consequences include placing impulsive or emotionally driven trades, trading with money intended for essential expenses, chasing losses with increasing trade sizes, neglecting work, sleep, or family responsibilities to monitor positions, and experiencing anxiety, distress, or suicidal thoughts after losses.

Vulnerability does not automatically result in harm, but it may increase the likelihood of poor outcomes without appropriate support.

Consider these self-assessment questions. If you answer yes to any, it may be worth reaching out for support.

> Are you trading with money you cannot afford to lose?

> Do you feel anxious, angry, or hopeless after trading losses?

> Are you using trading as an escape from other personal problems?

> Have you neglected sleep, meals, or social connections due to trading?

> Are you taking bigger risks to recover previous losses?

> Have others expressed concern about your trading behaviour?

> Do you feel trading is negatively impacting your health or wellbeing?
 

There is no shame in recognising a change in behaviour, and support is available.

If you believe you may be experiencing vulnerability, you can contact the Client Support Team via live chat, phone, or email.

All disclosures are handled with confidentiality and care. You may also request temporary measures such as pausing your account or withdrawing funds.

Additionally, you can use available educational resources, including trading psychology tools and behavioural finance insights.

Seeking support early helps ensure a more effective response.

ThinkMarkets aims to deliver fair and safe outcomes for all clients, including those who may be vulnerable.

Depending on your needs and with your consent, support may include adding a confidential flag to your account to alert staff, adjusting how and when communications are delivered, providing additional explanations or cooling-off periods, suggesting a temporary or permanent trading break, limiting certain features or instruments on your account, and referring you to reputable third-party organisations for additional support.

Support is tailored to each individual, and ThinkMarkets works with clients respectfully on a case-by-case basis.

Yes, you can request a temporary or permanent suspension of your ThinkMarkets trading account at any time.

This can provide space to reflect, seek support, or manage a personal situation. To make this request, contact the ThinkMarkets Client Support Team.

You can resume trading later when you feel ready.

ThinkMarkets may identify potential vulnerability through patterns in trading behaviour that suggest emotional or financial distress.

If concerning activity is observed, the team may contact you to discuss observations, ask questions to better understand your circumstances, recommend changes or limits to your trading activity, and provide guidance, resources, or referrals.

While not all accounts are monitored in real time, ThinkMarkets acts with discretion and care when patterns raise concern.

No, ThinkMarkets treats any information you provide as confidential and handles it in accordance with its privacy policy. Personal information is not shared with third parties unless required by law or with your explicit consent.

Yes. We recommend the following independent organisations for support:

Mental Health & Wellbeing
• Samaritans
• Mind
• CALM

Gambling Support
• BeGambleAware
• GamCare
• Gordon Moody

Debt & Financial Advice
• Citizens Advice
• StepChange Debt Charity
• MoneyHelper

We also encourage you to explore the ThinkMarkets Academy for material on trading psychology, behavioural finance, and risk management techniques.

No, declaring vulnerability does not negatively affect your relationship with ThinkMarkets. All clients are treated with respect and professionalism regardless of personal circumstances.

Sharing this information enables ThinkMarkets to provide more appropriate support and help ensure trading remains safe and suitable.

ThinkMarkets is committed to aligning with Financial Conduct Authority Consumer Duty principles to ensure fair outcomes for vulnerable clients.

This includes training staff to identify and respond to vulnerability, monitoring systems for signs of potential harm, evaluating the outcomes experienced by vulnerable clients, and updating policies and products to reduce risk where appropriate.

ThinkMarkets continuously reviews its approach to ensure all clients are treated fairly, consistently, and with dignity.