Live Q&A today from 10:00 until 13:00 GMT - [now closed]
Over the last 24 hours or so you may have seen some official communication similar to the below. To run parallel to that we thought we would run a Q&A today to answer a few of your questions. Whilst you can of course ask anything you like below, the standard community guidelines apply; for example I can't discuss personal trade information or account details on a public forum.
[UPDATE: whilst the live Q&A is over, we will periodically review any new questions and reply accordingly. You can ask any other questions you want as normal on the regular forum here]
Last week shortly after the US open some clients may have experienced issues accessing the IG trading platform. These incidents were brought about by a sudden and significant increase in activity, largely from new clients.
For those who were impacted I’d like to apologise that you haven't received the seamless digital trading experience you have come to expect from us. This, along with a professional, consistent, and market leading level of client service will always be our top priority.
Whilst we reacted quickly to address this spike of interest by increasing trading services staff, limiting and ultimately stopping new applications, increasing technical capacity, and prioritising efforts to manage and support our existing client base, we understand that more needs to be done.
Over the weekend we have worked especially hard to further increase capacity to better address the spike in trade volumes and frequency. We will be closely monitoring the impact of the changes we have made over the last few days and making any additional changes where necessary.
As part of our goal to increase the stability of the trading platform and improve our service levels we have set a couple of equities, GME and AMC, to ‘closing only’. This means that clients with existing positions can buy or sell to close, however new positions cannot be opened. This decision addresses the significant interest these equities have received which have resulted in lower service levels for all other clients on our platform.
As a trading services provider our priority is to offer an efficient, stable, and seamless digital trading experience on over 17,000 markets to our established client base. Whilst the recent events in the underlying market may have added new challenges and considerations, we shall continue to prioritise these things above all else.
Thanks very much.
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