Complaints
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 client service team on +971(0)4 559 2104, liaise with your dedictaed premium client manager or email helpdesk.ae@ig.com, as the vast majority of your concerns can be dealt with at this level.
However, in case you are at any time not satisfied with how we are addressing your concerns, you may refer it as a complaint to our compliance department. Please set out the complaint clearly and in writing either by email to compliance@ig.com or by registered letter or courier to: IG Limited, Compliance department, 2702 & 2703 Level 27, Tower 2, AL Fattan Currency House, DIFC, Dubai, United Arab Emirates.
Our 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 60 calendar days of receiving the complaint or earlier if possible. In the event that a situation arises that is not covered by the customer agreement, we will resolve the matter on the basis of good faith and fairness and, where appropriate, by taking such action as is consistent with market practices and does not violate the principle of fair and equal treatment of all of our clients.
