IG
IG
Platform downtime during volatile market session
Description
IG's web trading platform became unresponsive for approximately 45 minutes during the Asian session open on 15 January 2026. The complainant was unable to manage existing positions or place new orders during a period of significant JPY volatility. The mobile app also experienced intermittent connectivity issues. The complainant estimates the inability to act resulted in unrealised losses of approximately USD 3,800.
Amount Involved
USD 3,800
Supporting Evidence
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Complaint Timeline
2026-01-16
Platform Responses
Customer Service Response Time Improvement Plan
Pepperstone appreciates the feedback regarding our live chat response times. We have reviewed the data for the period cited and acknowledge that response times during peak Asian session hours exceeded our internal target of 2 minutes. We have since increased staffing during these hours and are implementing an AI-assisted triage system to reduce initial wait times. Our target is to achieve a consistent response time of under 3 minutes across all sessions by Q2 2026.
IFCCI will conduct follow-up live chat testing in Q2 2026 to verify improvement claims. Current response acknowledges the issue constructively.
Legal Disclaimer
The IFCCI Transparency Programme is an independent research initiative and does not constitute regulatory supervision, professional financial advice, or official compliance certification. All findings represent research-based observations intended to contribute to financial industry transparency discourse and informed evaluation. FinScope is a technology platform developed to support the programme’s public-facing digital interface.