Additional information on our complaints procedure
Spread Betting and CFD trading carry a high level of risk to your capital; you should ensure you understand the risks involved. Please read the full risk warning.
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 Department, as the vast majority of issues can be dealt with at this level:
For CFD Trading
Client Services Department on 020 7573 0052 or email HLCFDs@marketdatasystems.com.
For Spread Betting
Client Services Department on 020 7573 0055 or email HLSpreads@marketdatasystems.com.
If Client Services are unable to resolve the matter you may refer it as a complaint to our Compliance Department. Please set out the complaint clearly 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 eight weeks of receiving the complaint.
Please write to:
IG Index/IG Markets in association with Hargreaves Lansdown
Cannon Bridge House
25 Dowgate Hill
If you are 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. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Details of the Financial Ombudsman Service will be provided by the Compliance Department in their final response to your complaint. Any reference to the Financial Ombudsman Service must take place within six months of the Compliance Department's final response letter, and you should also note that the Financial Ombudsman Service will not consider a complaint until we have had the opportunity to address the complaint. The address of the Financial Ombudsman Service is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
In respect of Binary Bets and any form of bet that we may enter into with you other than a Spread Bet.
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 practice.
In the event of a dispute arising between you and us, our customer services staff will attempt to reach an agreed resolution, in accordance with our internal complaints handling procedures. If we are unable to resolve a dispute to the mutual satisfaction of both parties then the matter will be referred to an arbitrator. The current industry arbitrator is the Independent Betting Arbitration Service (IBAS). Contact details are listed below:
PO Box 62639
Tel: 020 7347 5883
In respect of Binary Bets IG Index Ltd is licensed and regulated by the Gambling Commission. License number 066-002628-R-103649-002.