How do I file a complaint with Interactive Brokers?

In order to file a complaint with Interactive Brokers, please submit a trouble ticket via Account Management. 

  • Log-In Account Management
  • Click on the Support section
  • Select Message Center
  • Select Compose followed by New Ticket
  • Write "Complaint" as your brief description, and submit
  • Select Category, Account, and enter your details in the field provided 
  • Submit ticket

Within the body of the ticket, IB asks that you provide a detailed description of your complaint.  If your complaint is regarding a trade, IB asks that you provide the details of the trade(s), which may include, but is not limited to the order submission date and time, security description, execution date and time, execution price, and requested compensation amount with calculation.  Please keep in mind that all trade related disputes must be submitted within a timely manner.  Specifically, trade cancellation requests must be within IB and/or the exchange's time parameters.

Upon receipt of your complaint, IB will acknowledge and respond to your complaint via Account Management thru a new ticket created by IB entitled, "Communication for complaint related to ticket #<TICKET NUMBER>".  Thereon, IB asks that all correspondence related to your complaint be written in the communication ticket.

Typically, complaints will be responded to within three to five days; however certain complex issues may take longer to evaluate.  In the meantime, IB asks that you manage all orders, trades, and positions in your account in order to ensure that your account is not subject to unnecessary risk or fluctuations during the investigation period.

While all claims submitted receive fair-minded and impartial consideration towards resolution, the filing of a claim alone does not guarantee partial or full payment of the amount requested.  Claimants are encouraged to review the customer Agreement as it is the language in this agreement which forms the basis by which complaints are evaluated.  Should the Customer Agreement vary from the IB website, the Customer Agreement will supersede the website.  With respect to trade related complaints, please note the following clauses in the Customer Agreement:  (i) Customers are responsible for all transactions entered using the customer's user name / password; (ii) Cancellation requests are not guaranteed; (iii) IB is not liable for any action or decision of any exchange, market, dealer, clearinghouse or regulator, (iv) Customers are bound to the order execution, if consistent with the customer's order and (v) Customers are responsible for knowing the terms and conditions of the products traded and the respective markets.  Customers are responsible for maintaining sufficient equity within the account at all times to meet margin requirements.  Should the customer's account have insufficient equity IB has the right, but not the obligation, to liquidate all or any part of the customer's position at any time and in any manner without prior notice to the customer.  Please note that IB will not indemnify a customer for technological issues or lost opportunity at any time.

To review the IB Customer Agreement in its entirety, select Forms & Disclosures from the bottom of the IB homepage followed by the applicable Customer Agreement.


Syndicate content