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How to Submit a Complaint

Updated

Overview

If you're unhappy with any aspect of our service, you can submit a formal complaint. We take all complaints seriously and aim to resolve them quickly and fairly.

Step-by-Step Instructions

To submit a complaint:

  1. Contact our Customer Experience team by email, live chat, or client portal.
  2. State clearly that you're submitting a formal complaint.
  3. Include the required details (see Important Notes below).
  4. We'll acknowledge receipt of your complaint promptly.
  5. We'll investigate and aim to resolve it within the timeframe set by our regulator.
  6. You'll receive a written response with our findings and any proposed resolution.

Important Notes

  • Include in your complaint: your full name, the email registered to your account, your trading account number (if relevant), a clear description of the issue, dates involved, any supporting documents or screenshots, and your desired resolution.
  • Complaints are handled in accordance with FSA regulatory requirements.
  • If you're not satisfied with the resolution, you can escalate.

Common Issues & Troubleshooting

  • You haven't received acknowledgment

    • Allow reasonable time for acknowledgment. If you haven't heard back within a few business days, contact us again.

  • You don't agree with the resolution

    • You can escalate. Our team will explain the next steps, which may include referral to our regulator.

Frequently Asked Questions

Q: How long does the process take?

A: We acknowledge promptly and aim to resolve within the regulator's required timeframe. Complex cases may take longer.

Q: Can I escalate?

A: Yes — if the resolution doesn't meet your expectations.

Related Articles

  • How to Contact INGOT Support
  • INGOT's Regulation: What FSA SD117 Means for You