Here you can find everything you need to know about our complaints procedure.
We do our best to provide you with top-quality service at all times, but we understand that occasionally things can go wrong. In the unlikely event that you feel dissatisfied with any aspect of our service, your first step is to contact our Helpdesk on 0800 195 8009 (freephone) or +44 (0)20 7633 5320 (international), or email helpdesk@igmarkets.com. We'll do our very best to resolve your complaint straight away.
If our Helpdesk is unable to resolve the matter you may refer it as a complaint to our Compliance department. Please set out the complaint clearly, ideally in writing. The Compliance team will carry out an impartial review of the complaint to try to understand what went wrong and whether we have acted fairly while meeting our contractual and other obligations. We will send you a full written response within eight weeks of receiving the complaint.
Please write to: compliance@igmarkets.co.uk or
Compliance Department
IG Markets
Friars House
157-168 Blackfriars Road
London
SE1 8EZ
If you do not feel that your complaint has been resolved satisfactorily by the Compliance Department, you are able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Details of the Financial Ombudsman Service will be provided by the Compliance Department in their final response to your complaint. Any reference to the Financial Ombudsman Service must take place within six months of the Compliance Department's final response letter, and you should also note that the Financial Ombudsman Service will not consider a complaint until we have had the opportunity to address the complaint. The address of the Financial Ombudsman Service is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR