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 Customer Service Department on 1800 601 734 or email helpdesk
If Customer Services 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 four weeks of receiving the complaint.
Please write to:
Compliance Department
IG Markets
Level 7, 417 St Kilda Road
Melbourne
VIC 3004
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 (FOS). FOS is an independent organisation that was established to resolve disputes between financial institutions and their customers. You should note that FOS will not consider a complaint until we have had the opportunity to address the complaint, and any reference to FOS cannot be made by you until you receive a final response from us or 45 days after the date of your complaint, whichever is sooner.
The contact details of FOS are:
Financial Ombudsman Service Limited
GPO Box 3
Melbourne
VIC 3001
Telephone: 1300 78 08 08
Email: info@fos.org.au
Further information can also be found at www.fos.org.au