I want to put together a clean evidence pack for times when I see slippage or spreads blow out with IG. Last time I sent a couple of screenshots and got the generic “market conditions” reply. I’d like to do it properly so the case gets a real review.
What I’m planning to include:
- trade ID, symbol, order type, and size
- expected price vs executed price and difference in pips
- broker server time stamps plus my local offset
- MT4/MT5 journal and log exports, and latency at the time
- tick chart or recorded ticks around the fill
- depth snapshot if available, or price ladder from the platform
- calendar reference if it was during news
- short screen recording if possible
If you have a message template that worked, I’d appreciate a copy. Also, which channel actually got attention for you: chat, email, or phone? What else should I include so it gets a proper investigation?
Export MT4 log and trade history then mark server time
Attach depth snapshots and tick chart around the fill
Build it like an audit. Start with a one line summary that states instrument, order type, expected price, executed price, and the difference in pips. Then list time stamps in broker server time with your local offset. Attach MT4 journal and log for that session, trade history export, and a short screen recording if you have it. Add a tick chart covering one minute before and after the fill. Note latency from the platform at the moment. If it was during news, name the event and time. Ask for a trade investigation and reference their execution policy.
Escalation works best when you ask for specific checks. In your message ask them to compare your fill to their quote stream at the time, including best bid and ask and any liquidity bridge rejects. Request a copy of the investigation summary or at least the conclusion. Give them a deadline of three business days and a case number for follow up. If chat stalls, open an email ticket so you have a record and then call with the ticket number. Stay factual and keep it short.
I had luck when I kept it simple and polite.
One page summary up top, evidence in a zip, and a short video. Email ticket first, then chat to push it with the ticket number.
My case got reviewed only after I sent logs and a screen recording. Before that it was the usual market conditions reply.
Got a small adjustment on a GBPUSD stop last year. What helped was a 30 second screen capture with the clock visible and the MT4 journal open. I also stated my usual slippage range for that pair and time.
I sent subject line Trade investigation request with ticket number and kept the body to five lines. They replied in two days and credited part of the difference.
Mirror test trades help. I run a tiny order on another broker at the same time and record both fills. When IG is off by a lot, the side by side clip makes the point fast.
Keep sizes tiny for tests and avoid major news spikes.