We aim to resolve any concerns quickly and fairly. Here's our complaints process:
Step 1 - Contact IG Market team in-app:
Let our team know details of your complaint in the app via WhatsApp or Chat
Include trade transaction details (if applicable) and details of the issue
Step 2 - Escalate to Compliance Department (if unresolved):
Email: compliance.SG@ig.com
Clearly explain your complaint and reason for escalation
We'll acknowledge receipt within 2 business days
Independent review conducted with formal response within 20 business days
If delayed, we'll explain why and provide expected timeline
Step 3 - External Dispute Resolution (if still unresolved): 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 organization which resolves disputes between financial institutions and their customers for claims is up to SGD150k.
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 months from the date of the final response from us.
Contact the Financial Industry Disputes Resolution Centre (FIDReC)
Address: 36 Robinson Road, #15-01, City House, Singapore 068877
Phone: +65 6327 8878
Email: info@fidrec.com.sg
Website: www.fidrec.com.sg
Free service for claims up to SGD100,000
Must refer within 6 months of our final response