Interactive Brokers (U.K.) Limited (referred to as "IBUK") takes customer complaints very seriously and strives to:
IBUK will endeavour to resolve all complaints at the earliest opportunity and within eight weeks and to keep complainants periodically updated on the progress of their complaints.
Customers are actively encouraged to use the IBUK WebTicket system for prompt attention. However, customers may file a complaint by the following methods:
Please note that in order to ensure that your complaint is flagged and given the required attention, we kindly ask you to state "COMPLAINT" in the subject header field of the email.
We do not charge our customers or potential customers for investigating their complaints.
Upon receipt, your complaint will be forwarded to relevant staff who will investigate and assess your complaint diligently, fairly and promptly.
Once your complaint has been received by IBUK, we will acknowledge receipt of your complaint promptly by email (usually within 5 business days). The email will provide you this summary of our complaints handling process and relevant contact details.
In case we are unable to complete our investigation and resolve your complaint within four weeks, we will keep you updated on the progress of your complaint and communicate with you in accordance with the FCA's rules on dispute resolution.
We then will endeavour to send a final response to you within eight weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why we are unable to issue a final response at this time and advise you when you can expect a final response.
Once our investigation has been completed, you will be sent a final response with our findings and the outcome of your complaint.
If more than eight weeks from the date of your complaint have past and you haven’t received a final response from us, or you are dissatisfied with the final response you have received from us, you are entitled to refer your complaint to the Financial Ombudsman Service (FOS), they can be contacted at the following:
The Financial Ombudsman Service
Tel within the UK: 0800 023 4567 or 0300 123 9123
Tel when calling from abroad: +44(0)2079640500
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six (6) months of the date of our Final Response to you.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances, e.g. if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Please find a copy of the Financial Ombudsman Service’s consumer leaflet at http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm#c.
For more information, please refer to their website: www.financial-ombudsman.org.uk.