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Interactive Brokers (UK) Limited - Complaints Handling Policy and Procedures Summary

1. Policy Statement

Interactive Brokers (U.K.) Limited (referred to as "IBUK") takes customer complaints very seriously and strives to:

  • Investigate each complaint competently, diligently and impartially;
  • Assess each complaint fairly, consistently and promptly with respect to subject matter, whether it should be upheld and what remedial action or redress may be appropriate;
  • Offer redress or remedial action when appropriate;
  • Explain to the complainant promptly and, in a way that is fair, clear and not misleading, its assessment of the complaint, its decision on it and any offer of remedial action or redress; and
  • Comply promptly with any offer of remedial action or redress accepted by the complainant.
  • Consider complaints as an opportunity to learn, adapt, improve and provide our customers a better service;
  • Increase customer confidence in our management commitment to treat them fairly.

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.


2. How Customers Can Make a Complaint

Customers are actively encouraged to use the IBUK WebTicket system for prompt attention. However, customers may file a complaint by the following methods:

  • By creation of a IBUK Webticket in Client Portal.
    This is the recommended method by which to create a complaint. Tickets are picked up quicker than emails and are also more secure.

    1. Logon to Client Portal
    2. Go to Help > Support Center
    3. Click "Message Center"
    4. Click "Compose"
    5. Click "New Ticket"

  • By sending an email to:
    help@interactivebrokers.com
    proserve@interactivebrokers.com
    ibmgmt@interactivebrokers.com
    csmgmt@interactivebrokers.com

  • 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.

  • By letter, addressed to:
    Complaints Handling,
    Interactive Brokers (U.K.) Limited
    Level 20, Heron Tower
    110 Bishopsgate
    London EC2N 4AY
    United Kingdom

  • By calling IBUK Customer Service using the telephone numbers provided on the IBUK website.
    Please note that this method is discouraged as in most cases we will need specific details in order to investigate your complaint. Whilst you can lodge your complaint via phone, we will need you to provide follow-up details by one of the methods described above.

We do not charge our customers or potential customers for investigating their complaints.


3. What happens with your complaint after IBUK has received it?

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:


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.