Support Vulnerability

Can we provide you with some additional support?

We’re here to help, whether you want to tell us about something important happening in your life, e.g. health issue, life event or personal situation that may affect how you use our app and service.

At iFAST Global Bank, we are committed to providing tailored assistance to our customers who may require additional help and support from time-to-time. Whether you have found yourself facing challenges relating to well-being, financial concerns, or significant life event changes, our dedicated team is here to assist you through these difficult times.

Understanding Vulnerability:

We understand that anyone can become newly vulnerable, and ‘vulnerability’ can be unique to individuals. We recognise that factors such as: disability, illness, limited knowledge, mental health, age-related issues, life events such as bereavement, or job loss can all contribute to vulnerability.

Our commitment is to endeavour to understand changing personal circumstances and to provide tailored support for all our customers.

Providing better support for you:

Using your account, reaching out to our Client Services team, or learning how to use the app might be tougher for some customers who may need extra support compared to others.

Since everyone's different, we'll talk to you about any extra support or changes you might need, and we'll customize them just for you.

Here are a few examples of how we can make things easier:

·         Customers with learning challenges may benefit from shorter messages and highlighted keywords in bold provided by our Client Services via the Live Chatroom, or Email (clienthelp@ifastgb.com).

·         Those customers with hand mobility issues may prefer yes/no questions to minimise typing in our Live Chatroom or can request an audio/video call with our Client Services.

·         We may consult with organisations that can help with the customer’s situation e.g. trade associations, charities, support groups, government departments to provide further assistance.

How to contact us for extra support:

If you need some extra support, please don't hesitate to reach out to us through our Live Chatroom or email us at clienthelp@ifastgb.com.

Once you get in touch, we'll ask a few questions to better understand how we can assist you with managing your account, using the app, contacting Customer Services, or understanding our products and services.

With your permission, we’d like to keep a note of this information, so you don't have to repeat yourself in the future. Your privacy is important to us, so you'll always know what data we have and can request its removal anytime.