Costs and margins
Additional information on our complaints procedure.
In the unlikely event of you having any reason to feel dissatisfied with any aspect of our service, in the first instance you should contact our client services team on 0800 409 6789 or email email@example.com, as the vast majority of complaints can be dealt with at this level.
If our client services team 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 department will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided within eight weeks of receiving the complaint.
Please write to: firstname.lastname@example.org or
Cannon Bridge House
25 Dowgate Hill
If you are classified as a retail client, and 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
Please note that binary bets are not regulated by the Financial Conduct Authority, and therefore disputes regarding binary bets cannot be referred to the Financial Ombudsman Service.
In respect of binary bets and any form of bet that we may enter into with you other than a spread bet
In the event that a situation arises that is not covered by the customer agreement, we will resolve the matter on the basis of good faith and fairness and, where appropriate, by taking such action as is consistent with market practice.
In the event of a dispute arising between you and us, our customer services staff will attempt to reach an agreed resolution, in accordance with our internal complaints handling procedures. If we are unable to resolve a dispute to the mutual satisfaction of both parties then the matter will be referred to an arbitrator. The current industry arbitrator is the Independent Betting Arbitration Service (IBAS). Contact details are listed below:
PO Box 62639
Tel: +44 20 7347 5883
In respect of binary bets IG is licensed and regulated by the Gambling Commission. License number 066-002628-R-103649-002.