Additional information about our complaints procedure.
If, contrary to expectations, you are dissatisfied with our customer service, you should first contact client services as the vast majority of complaints can be handled at this level.
If customer service is unable to assist you with your matter, please contact our Compliance Department. Please submit your complaint in writing so that our Compliance Department can review your case thoroughly. The Compliance Department will handle your complaint objectively and follow up on all matters raised and information received. This process is intended to provide a comprehensive understanding of the complaint, its relevant background and the individual facts, and to ensure an assessment of whether we have acted fairly and fulfilled our contractual or other obligations. We will send you our final assessment no later than eight weeks after receipt of the complaint.
You can contact us by email at IGE.compliance@ig.com or by post to the following address (processing is free of charge):
IG Europe GmbH
Westhafenplatz 1
60327 Frankfurt
Germany
Alternative dispute resolution
If you are a consumer and are not satisfied with the overall handling of your complaint, you may contact the following consumer dispute resolution body, without affecting your right to have your case considered by the courts:
Complaints may concern how the services provided function, as well as transactions and specific circumstances that may harm the complainant's interests or rights as a result of breach of contract, violation of rules on transparency and customer protection, or failure to comply with good financial practices and customs.
You can also send the complaint to the Allmänna reklamentationsnämnden (ARN). Their contact details are:
Email: arn@arn.se
Consumer complaint to BaFin
As a consumer, you can also contact the German Financial Supervisory Authority (BaFin) at any time with a supervisory complaint:
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)
Department for Consumer Complaints
Graurheindorfer Straße 108
D-53117 Bonn
Tel.: 0228 / 4108-0
E-mail: verbraucherbeschwerden@bafin.de
Link: https://www.bafin.de/DE/service/kontakt/kontakt_node.html
Please note that this is a supervisory complaint: as part of its supervisory activities, BaFin investigates whether there are regulatory violations, but does not resolve individual civil law disputes between you and IG Europe GmbH.
The Consumer Dispute Board established by BaFin is a separate dispute resolution procedure, different from the one mentioned above, and is exclusively responsible for disputes relating to provisions of the German Asset Management Act (KAGB). Since IG Europe GmbH, in its capacity as an investment firm, does not offer services subject to the KAGB (e.g. as an asset management company), this dispute resolution procedure is generally not responsible for disputes with IG Europe GmbH.
IG Europe GmbH is not obliged to participate in dispute resolution processes at consumer dispute resolution bodies other than those of the Deutsche Bundesbank, nor does it voluntarily participate in such processes.
