如何向盈透证券提出投诉?

如需向盈透证券提出投诉,请通过客户端提交故障咨询单:

  • 登录客户端
  • 点击帮助
  • 选择安全消息中心
  • 选择撰写,然后新咨询单
  • 在类别选择账户服务,而主题为投诉
  • 在简短描述中写上“投诉”,然后提交
  • 选择账户,然后在空白栏位键入您的详细信息
  • 提交咨询单

在咨询单主体中,IBKR要求您提供投诉的详细描述。如果您的投诉涉及交易,IBKR要求您提供交易详情,其中可能包括但不限于委托单的提交日期和时间、证券描述、执行日期和时间、执行价格,以及提供计算过程的要求补偿金额。请注意,所有与交易相关的争议必须及时提交。具体而言,交易取消请求必须在IBKR和/或交易所的时间参数范围内。

收到您的投诉后,IBKR将通过客户端确认和回覆您的投诉,并创建一张以“与咨询单#<咨询单号码>相关的投诉通信”为名的新咨询单。此后,请在通信咨询单中进行与投诉相关的所有通信往来。

通常,投诉将在三到五天内得到答覆;但是,某些复杂的问题可能需要更长的时间来评估。在这段时间,IBKR要求您管理账户中的所有委托单、交易和持仓,以确保在调查期间您的账户不会受到不必要的风险或波动的影响。

虽然所有提交的索赔也会得到公平和公正的考虑,但提出索赔并不保证能够获得部分或全额支付所要求的金额。我们鼓励索赔人查看客户协议,因为有关投诉是基于本协议中的条文进行评估。如果客户协议与IBKR网站不同,则客户协议将取代网站版本。关于与交易相关的投诉,请注意客户协议中的以下条款:(i)客户对使用客户用户名 / 密码键入的所有交易负责;(ii)取消请求并不保证;(iii)IBKR不对任何交易所、市场、交易商、清算所或监管机构的任何行动或决定负责,(iv)如果与客户的委托单一致,客户受委托单执行的约束,以及(v)客户有责任了解所交易产品的条款和条件以及相应的市场。客户有责任随时在账户内保持足够的净值,以满足保证金要求。如果客户账户的净值不足,IBKR有权利(但非必需)随时以任何方式清算客户的全部或部分持仓,而不会事前通知客户。请注意,IBKR在任何时候都不会就技术问题或机会损失对客户进行赔偿。

要查看完整的IBKR客户协议,请在IBKR主页底部选择表格和披露,然后选择适用的客户协议。

 

How do I file a complaint with Interactive Brokers?

In order to file a complaint with Interactive Brokers, please submit a trouble ticket via Client Portal:

  • Login to Client Portal
  • Click on Help
  • Select Secure Message Center
  • Select Compose followed by New Ticket
  • Select Account Services as the category and Complaints as the topic
  • Write "Complaint" as your brief description, and submit
  • Select Account and enter your details in the field provided 
  • Submit ticket

Within the body of the ticket, IBKR asks that you provide a detailed description of your complaint.  If your complaint is regarding a trade, IBKR 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 IBKR and/or the exchange's time parameters.

Upon receipt of your complaint, IBKR will acknowledge and respond to your complaint via Client Portal thru a new ticket created by IBKR entitled, "Communication for complaint related to ticket #<TICKET NUMBER>".  Thereon, IBKR 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, IBKR 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 IBKR 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) IBKR 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 IBKR 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 IBKR will not indemnify a customer for technological issues or lost opportunity at any time.

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

 

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