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At iBanFirst we try our best to deliver a professional and courteous service. If you feel that we have not lived up to this, please let us know as soon as possible.

Making a Complaint

We hope you will never have reason to complain or be dissatisfied with our service. However, if you are unhappy with any aspect of our service please contact us and let us try to put it right.

Who should I contact?

In writing

Head of Compliance
iBanFirst Limited
6th Floor, Dashwood House
69 Old Broad St

By Email

Email your concerns to complaints-uk@ibanfirst.com

What will happen when you complain?

We will always try and resolve your concerns by the close of the next business day, although if this is not possible, we will send you a written acknowledgement within five business days. This will set out our understanding of the issues you have raised and will contain the name and contact details of the person dealing with the complaint. We aim to resolve complaints expediently and will contact you regularly to keep you informed of progress.

As soon as we have established all the facts and completed our investigation, we will provide you with a final response which will set our findings and explain our final position. Our final response will also include, if applicable, details of your right to contact.

The Financial Ombudsman Service and their leaflet, should you remain dissatisfied with our investigation or the outcome of your complaint.

If after eight weeks your complaint is still unresolved, we will write to you to explain why we have not been able to provide you with a final response and also indicate when we should be able to do so. We will also advise you that you may be entitled to refer your complaint, subject to eligibility, to the Financial Ombudsman Service.

If you decide to ask The Financial Ombudsman Service to review your complaint, you must do so within six months of the date of our final response letter. Their contact details are shown below:

Telephone: 0800 023 4567 (or +44 20 7964 0500 if calling from outside the UK)
E-mail: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR

Details of the type of complaints that are eligible to be considered by the Financial Ombudsman Service are available on their website www.financial-ombudsman.org.uk.

+44 (0) 203 409 5400 |

iBanFirst Limited is registered in England and Wales under Company No. 6260585 registered address: 6th floor, Dashwood House, 69 Old Broad St, London EC2M 1QS. iBanFirst Limited is authorised by the Financial Conduct Authority for the provision of payment services under the Payment Services Regulations 2017 (Reference number: 504494) and supervised by the Financial Conduct Authority under the Money Laundering Regulations 2017. The products and services that iBanFirst Limited offers are limited to unregulated spot FX transactions and deliverable Forward contracts excluded from MiFID or EMIR regulation (on the premise that their purpose is that of a future payment and treated as spot FX).