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Interactive Brokers Central Europe Zrt. - SUMMARY OF THE COMPLAINTS HANDLING POLICY AND PROCEDURES

  1. Policy Statement
    Interactive Brokers Central Europe Zrt. ("IBCE") takes customer complaints very seriously and strives to:
    • Investigate each complaint competently, diligently and impartially;
    • Assess each complaint fairly, consistently and promptly, whilst seeking to arrive at an amicable resolution that will include any remedial action and / or redress that 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.

    IBCE will endeavor to resolve all complaints within one month from the date at which the complaint was sent and to keep complainants periodically updated on the progress of their complaint. There is no charge for making a complaint.

  2. What is a Complaint?
    A complaint is an expression of dissatisfaction made by or on behalf of a client to IBCE where a response or resolution is explicitly or implicitly expected by the complainant.

  3. How Customers Can Make a Complaint
    Customers may file a complaint by using the following channels:

    1. By creation of a Web-ticket in Account Management
      This is the recommended method by which to create a complaint as it is more secure and will receive prompt attention once submitted by the customer.
      • Note - This does NOT mean however that complaints logged through the other means outlined below are not handled in a timely manner.


    2. By Email
      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.

      Customers can use the following email addresses:
      help@interactivebrokers.com
      proserve@interactivebrokers.com

    3. By Letter
      Interactive Brokers Central Europe Zrt.
      Complaints Handling, Compliance Department;
      1075 Budapest
      Madách Imre út 13-14.
      Hungary

    4. By Calling IBCE Customer Service using the telephone numbers provided on the IBCE website
      Please note that this method is discouraged as in most cases we will need specific information in order to investigate your complaint. While customers can lodge a complaint via the phone, we will need you to provide additional information through one of the methods described above (email, letter, ticket).

      When making a complaint, customers will be asked to provide the following information;
      • name, position and contact details
      • relationship with IBCE (e.g. account holder, broker)
      • a contact person within IBCE if applicable (e.g. staff member customer spoke to prior to logging complaint)
      • a written summary of the complaint (including when the conduct giving rise to the complaint occurred)
      • copies of any documentation supporting the complaint

  4. What happens with your complaint after IBCE 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 IBCE, we will acknowledge receipt of your complaint within ten business days by Web-Ticket. The Web-Ticket will provide you with information on how our complaints process works, contact details and the name of your case handler. In most cases, the investigation is concluded in less than one month, there are instances when the investigation will take longer than one month. Should this happen we will keep you updated on the progress of your complaint and communicate with you in accordance with the national rules on complaint resolution. Once our investigation has been completed you will be sent a final response with our findings and the outcome of your complaint.

  5. Recourse to out-of-court resolutions of complaints
    Should you remain dissatisfied with our final response, the complaint is rejected or the 30-calendar-day deadline for investigating the complaint is not met, you may seek redress to the Financial Consumer Protection Centre of the MNB. You can contact them in writing, by post or by email (registered address: 1013 Budapest, Krisztina krt. 39., mailing address: 1534 Budapest, BKKP Pf. 777, phone: +36-80-203-776, e-mail address: ugyfelszolgalat@mnb.hu) details available on the MNB website https://www.mnb.hu/en/financial-customer-protection

    Please note that the MNB can only consider your complaint if:
    • you are a consumer, ie. you use / have used a financial service for a purpose outside your economic or professional activity, or you typically use the service as an individual,
    • has already tried to resolve the dispute directly with us unsuccessfully,
    • you assume that we has acted unlawfully or deceptively against you,
    • you refer the complaint to the MNB within 5 years of the date of your complaint,
    • you should attach to your request a copy of the complaint submitted to us and the response to the complaint,
    • attached the original power of attorney in the case of proceedings by proxy, signed his application and provided his exact address

    In addition, if you qualify as a consumer, you can initiate an arbritation at the Financial Arbitration Board operated by the MNB. You can contact them in writing, by post or by email (registered address: 1054 Budapest, Szabadság tér 9., mailing address: 1525 Budapest, Pf. 172, phone: 36 (80) 203 776, e-mail address: ugyfelszolgalat@mnb.hu) details available on the its website (https://www.mnb.hu/en/hungarian-financial-arbitration-board).

    Pursuant to Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumers (Regulation), the European Commission has set up an online dispute resolution platform to provide consumers and Out-of-court settlement of disputes arising from online service contracts between service providers established in the Union. The scope of the Decree extends directly to the investment service provider domiciled in Hungary, including our Company, if a financial consumer dispute arises in connection with the online service contract concluded between it and the consumer. According to the Regulation, the consumer can initiate an out-of-court settlement of a dispute online through an online dispute resolution platform at a jointly chosen dispute resolution forum. In Hungary, the Financial Arbitration Board is entitled to settle financial consumer disputes. Website of the online dispute resolution platform: http://ec.europa.eu/odr. Further information is available on the website of the online dispute resolution platform: https://webgate.ec.europa.eu/odr/userguide.

    The main principles of the Company's complaint handling activities, clear, accurate and up-to-date information on the complaint handling process are set out in the Complaints Management Policy.

    For more details on the complaint management see Rules on Complaints Handling.