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How do I make a complaint about IG Markets services?

IG Markets Complaints Process

We aim to resolve any concerns quickly and fairly. Here's our complaints process:

Step 1 – Contact our Customer Experience team:

Most complaints can be resolved at this stage.

Step 2 – Escalate to our Compliance Department (if unresolved):

  • If Customer Experience is unable to resolve your complaint, you can refer it to our Compliance Department

  • Set out your complaint clearly in writing and send it to compliance.au@ig.com

  • Our Compliance Department will conduct an impartial review to determine what occurred and assess whether we've acted fairly and met our contractual and other obligations

  • You'll receive a full written response within 30 days of us receiving your complaint

Step 3 – External Dispute Resolution (if still unresolved):

If your complaint relates to a regulated financial product (such as Shares) and you're not satisfied with the outcome, you may refer the matter to the Australian Financial Complaints Authority (AFCA), an independent, not-for-profit external dispute resolution service.

  • AFCA's services are free

  • AFCA may not consider a complaint until we've had the opportunity to address it first

  • Please note: AFCA does not have jurisdiction over complaints relating to unregulated products, including cryptocurrency

Contact AFCA:

Frequently Asked Questions

1. What should I do if I have a complaint?

In the unlikely event of you having any reason to feel dissatisfied with any aspect of our service, in the first instance you should email our Customer Experience Department at support.au@igmarkets.com or reach out using in the in-app chat/WhatsApp feature as most complaints can be dealt with at this level.

2. What happens if my complaint is not resolved by Customer Experience?

If our Customer Experience team is unable to resolve the matter, you may refer it as a complaint to our Compliance Department. Please set out the complaint clearly in writing for the attention of the Compliance Department. You can send the complaint to compliance.au@ig.com. The Compliance Department will conduct an impartial review of the complaint to determine what occurred, 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 to Australian clients within 30 days of IG Markets receiving the complaint.

3. What if I'm still not satisfied after Compliance has reviewed my complaint?

If your complaint relates to a regulated financial product such as Shares, and you do not feel your complaint has been resolved to your complete satisfaction, you may then refer the matter to the independent external resolution authority, Australian Financial Complaints Authority (AFCA). Please note that AFCA does not have jurisdiction to hear complaints relating to unregulated products such as crypto.

4. What is AFCA?

AFCA are independent, not-for-profit, external dispute resolution services established to resolve disputes between financial institutions and their customers. Their services are free (it does not cost you anything). You should note that AFCA may not consider a complaint until we have had the opportunity to address the complaint.

5. How do I contact AFCA?

Australian Financial Complaints Authority
GPO Box 3
Melbourne
VIC 3001
Free call: 1800 931 678
Email: info@afca.org.au
Further information can also be found at www.afca.org.au

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