Complaints

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
London
EC2M 1QS

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.