Platform failure

[mariefoord1]

How do I claim a refund from IG for the money I lost due to their platform failure?

[Caseynotes]

4 minutes ago, mariefoord1 said:

How do I claim a refund from IG for the money I lost due to their platform failure?

Hi, first email the helpdesk explaining your circumstances eg day, time, positions affected, actions taken or unable to take etc.

If you are not satisfied with IG's response you are then entitled to fill out a formal compliant to IG (see the Contact Us, linked at the bottom of all IG's web pages, for details).

If you are still not satisfied you can escalate the complaint to the FCA (contact details linked on the Contact Us page)

[dmedin]

Well, good luck getting the FCA to investigate a spread bet ... hope you meticulously documented everything with screenshots ...

[Caseynotes]

1 minute ago, dmedin said:

Well, good luck getting the FCA to investigate a spread bet ... hope you meticulously documented everything with screenshots ...

The FCA are by law obliged to investigate every complaint sent to them much the same as an ombudsman.

[Areyousure]

15 minutes ago, Caseynotes said:

Hi, first email the helpdesk explaining your circumstances eg day, time, positions affected, actions taken or unable to take etc.

If you are not satisfied with IG's response you are then entitled to fill out a formal compliant to IG (see the Contact Us, linked at the bottom of all IG's web pages, for details).

If you are still not satisfied you can escalate the complaint to the FCA (contact details linked on the Contact Us page)

Does IG usually refund the whole loss? or refuse to refund?

[Caseynotes]

Just now, Areyousure said:

Does IG usually refund the whole loss? or refuse to refund?

Based on the responses of those who report back to the forum IG seems very good at refunding losses, I've been on the forum on a daily basis since early 2016 there have only been a couple of cases reported here where the compliant was sent on to the regulator.

[mariefoord1]

IG South Africa phoned me and has been very helpful so far.

[dmedin]

Are other brokers' platforms as crappy as IG's?  I suppose they are bound to have issues too.

[dmedin]

Just now, mariefoord1 said:

IG South Africa phoned me and has been very helpful so far.

Ah so they can respond - when reputational impact is threatened.

[Areyousure]

it **** up again now.some of my psoitions went missing.

[vinodkarwa]

my positions are missing as well