Dispute Resolution Process

Making a Complaint

Should you wish to make a complaint we ask that you follow the process outlined below. This will aid us in resolving your complaint in the most efficient manner possible in order to regain your confidence.

Firstly, gather all supporting documents that relate to your complaint, think about the questions you want answered and decide what you want us to do.

Next, contact our Support team directly. Remember, if the problem is current, a call at the earliest possible time will give us the opportunity to resolve your complaint immediately. If our Support team member is unable to satisfactorily resolve your complaint, please ask them to refer the complaint to their manager.

If you remain unsatisfied with the response from our Support team, you may then refer the matter to our Compliance Department. They will review your complaint and contact you directly.

You may contact our IC Markets Compliance team directly by sending an email to: compliance@icmarkets.bs or by writing to:

Compliance Department

IC Markets Ltd

The Balmoral Corporate Centre,

Unit H - 1st Floor, Sandford Drive,

New Providence, Nassau,

The Bahamas

We aim to resolve most matters within 21 days. However, some complaints are more complex and may take longer to resolve. If this is the case, we will keep you informed of our progress.

Contact Us

We're here 24hrs a day Monday to Sunday.

Dispute Resolution

We expect that our Support team, or Compliance team will be able to resolve your complaint. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.