Please note below our complaints procedure.
IG Asia Pte Ltd ("IGA") is committed to fair dealing and ensuring that a high standard of service is maintained.
In the unlikely event that you are dissatisfied with any aspect of our service, it is important that you contact our Trading Services team on +65 6390 5118 or email helpdesk@ig.com.sg who will be pleased to assist you. We encourage you to contact us right away, as the vast majority of complaints can be dealt with at this level.
To help us resolve your complaints as quickly as possible, please include your IGA Trading Account number, the relevant trade transaction details, and explain in detail the circumstances of the complaint. Please note that if you are submitting a complaint via email, it must be sent from the email address registered on your IGA Trading Account.
If our Trading Services team is unable to resolve the matter or if you feel that the service received has not met your expectations, you may escalate the matter to our Compliance Department directly by emailing compliance.SG@ig.com. Please set out the complaint clearly and explain the reason for escalating to the Compliance Department. Upon receiving your email, our Compliance Department will acknowledge receipt within two (2) business days and carry out an independent review. We aim to provide a formal response within twenty (20) business days of receiving the complaint. If we are unable to provide you with a final response within this timeframe, we will inform you of the reason for the delay and provide an expected timeline for our final response.
If you feel that the Compliance Department has not provided a satisfactory resolution to your complaint, you may then refer your complaint to the Financial Institutions Dispute Resolution Centre Ltd (“FIDReC”). FIDReC is an independent organisation which resolves disputes between financial institutions and their customers for claims up to SGD100,000. Please note that FIDReC will not consider a complaint until we have had the opportunity to address it, and any reference to FIDReC must be made within six (6) months from the date of the final response from us.
The contact details for FIDReC are:
Financial Institutions Dispute Resolution Centre Ltd
36 Robinson Road, #15-01
City House
Singapore 068877
Tel: +65 6327 8878
Email:info@fidrec.com.sg
Further information can also be found at www.fidrec.com.sg.
