Transforming the Customer Experience

Your trading experience is our priority. We invest heavily in delivering exceptional, instant, 24/7, multilingual support – because our clients deserve nothing less.

The numbers speak for themselves

Key findings for the 2024 - 2025 period*

The way we support our clients during their trading journey is underpinned by our mission to Transform Trading. We deliver personalised, proactive and instant 24/7* multilingual support to traders globally, on the channel of their choice: phone, email, Live Chat, social media, and more.

*March 2024 - March 2025

99.88%

Live Chats answered

Your needs and trading experience are at the forefront of every interaction, which is why our team is always on hand to help resolve any issues you may face during the account opening process and your trading journey. We aim to provide timely and attentive support whenever you request it, wherever you are, and on any device.

180k+

Customer enquiries received

Our people go beyond simply solving issues and closing tickets; they are committed to delivering timely, proactive, and personalised support. They are attentive problem solvers – equipped with some of the industry’s most intuitive Customer Support technologies – who genuinely want to help you achieve your trading goals.

20%

Growth in customer volume

To help you navigate the global markets with clarity and confidence we strive to deliver top-class trading technologies and first-class products and services. However, we also understand that actionable advice and viable solutions to address potential trading issues you may face is crucial to ensure your trading experience is an empowering one.

55K

Solved troubleshooting tickets

For every issue reported, we ensure our responses are clear and concise, enabling our clients to focus on their trading while we work to resolve any queries. Our team’s goal, supported through our in-house technologies, is to make your trading experience smarter, faster, and better, without compromising your time, efficiency or trading strategy.

What our clients say about us

Emails

91%

Client satisfaction

Our clients are at the centre of everything we do – from product range and financial technology to trading tools and support. At FP Markets, tight spreads, fast execution, advanced technology, and top-tier Customer Support drive our cohesive growth. We stay ahead by anticipating challenges and preparing solutions.

30 minutes

First reply time median

We strive to reply promptly to all emails received from our clients without compromising the quality of our response. Our Customer Support team consistently minimises waiting times while quickly resolving cases. This is because we recognise that fast support and timely resolution of issues are crucial when trading.

Live Chat

88%

Client satisfaction

Our instant Live Chat allows real-time personalised interactions, ensuring the ultimate balance between excellence and speed. With 40+ languages, our team remains available to you 24/7*.

24 seconds

Average reply time

The FP Markets Live Chat, accessible via our website, is there to provide instant help to clients who are looking for fast solutions to their questions or issues. Conversations begin and end whenever it is convenient for the client.

Net Promoter Score: 65

Period: 2024 - 2025*

Our excellent Net Promoter Score (NPS) is yet another hallmark of our dedication to providing industry-leading services.

Our award-winning Customer Support consistently delivers a personalised experience through cutting-edge technology and multiple service channels with minimal waiting times.

Average time to solve an issue

For every issue or concern you may encounter while using our products and services, our people are on standby to guide you through solutions that are effective, relevant, and easy to follow. Our Customer Support team is trained on the latest features and functions of FP Markets’ intuitive and cutting-edge technology, delivering fast solutions to any potential issues you may be facing. Securing the Best Customer Service Award - over 50 times - serves as a reflection of our unwavering commitment to excellence.