Treating Customers Fairly

Our relationships with our clients have always been at the heart of everything that we do, and nurturing the trust and confidence of our customers is a core strategy for the business.

Our success at IG Group is founded on the quality of our products and technological offering, but these strengths are held together by our commitment to provide clients with an excellent experience in all aspects of their dealings with us.

We aim to provide customers with a 'fair deal' in terms of:

  • A broad product offering
  • Fast, high-quality execution
  • Competitive pricing
  • Excellent customer service
  • Technological and product innovation

Customer service

The Financial Services Authority, our lead regulator in the UK, calls for us to follow its Treating Customers Fairly (TCF) initiative, which complements our approach.

A firm must pay due regard to the interests of its customers and treat them fairly.

Financial Services Authority, 'Principle 6'

With this and our other commitments in mind, we believe that customer service is about more than just being polite. Treating customers fairly means having:

  • Highly competent and well-trained staff
  • Marketing that is appropriately targeted
  • Fair margining
  • Dealing practices that are fair and reliable
  • Accurate and clear information

Corporate culture

The fair treatment of customers is central to our corporate culture. As individuals, departments and businesses, we are united by a single commitment to provide customers with an outstanding level of service.

  • Personal interaction is our preferred mode of communication, wherever possible
  • Honesty and transparency are two of our key values
  • Correspondence with customers is always clear and fair, and never misleading
  • We understand our products and how they are best-suited to our clients

IG Group has taken active steps to establish a culture of fair treatment. We have agreed a high-level strategy, set up key performance indicators which are reported on a monthly basis, and established a robust assessment and reporting process in compliance with the TCF principles.

Treating customers fairly is as integral a part of our business as any other, and we welcome feedback from our clients. If customers ever feel that we have not lived up to our own high standards, there are dedicated contact and complaints channels set up for this purpose.