We always aim to provide the highest possible levels of service. However, even with the best processes and procedures things can go wrong. When this happens, recovering the situation and providing a rapid resolution is of upmost importance to us.
We are sorry if we haven’t got things right. We always strive to provide you with the best products and services. Unfortunately, things can go wrong sometimes, but telling us about it gives us the chance to fix things for you and make improvements.

Acknowledge when we’ve made a mistake and keep you updated throughout our investigation of your complaint. We’ll get in touch with you to discuss your complaint and agree the resolution to the problem.
There are several ways that you can complain. These are as follows:

Write to the Complaints Manager at iFAST Global Bank Limited, Customer Services, SQB, 77 Marsh Wall, London, E14 9SH.

Email the Customer Services Department directly at clienthelp@ifastgb.com

Connect with our customer service team instantly by using our chat feature, accessible between 1.00am to 5.30pm GMT or 2.00am to 5.30pm GMT+1 (BST).

• your name and address
• your account details
• a description of your complaint and how it’s affected you
• when the issue happened
• a contact number (or other preferred method of contact) and a convenient time to contact you.

We want to fully understand what’s gone wrong. This is to make sure we get the right person handling your complaint, so they can investigate and fix the situation as soon as possible. Your contact details will help us get hold of you if we need to discuss your complaint, especially if we need more information. Calls from us may appear as unknown or withheld numbers. Existing Complaints. If you need an update on what’s happening, or to give us more information about an existing complaint, please contact the dedicated handler for your complaint directly – if you have their contact details. Please have your complaint reference number handy.

Our aim is to resolve your complaint straight away but if we are unable to, we will carry out a full investigation by gathering information to fully review your complaint. This may mean that we ask you for more information or papers to assist us in the investigation. For any complaint that we resolve within 3 business days from date of receipt, we will issue a Summary Resolution Communication Letter giving details of the complaint and how we have resolved it together with details of the Financial Ombudsman Service.

We will do our best to fully investigate your complaint and we will send an acknowledgement letter within 1 business day of receipt of your complaint. This will explain what we will be doing and when we will be back in touch. Keeping you informed after 15 days for payment service-related complaints or 4 weeks for Other Complaints.

If we have not been able to resolve your complaint, we will contact you again to update you with our progress and tell you how much longer we anticipate it will take. Providing a Final Response within 35 days in exceptional circumstances for payment service-related complaints or 8 weeks for Other Complaints.

In exceptional circumstances, where your complaint is particularly complex, matters may take longer, up to 35 days for payment service-related complaints and for Other Complaints up to 8 weeks to resolve. If your complaint is not resolved within these timescales, then we will write to you requesting more time or send you a “Final Response”. After this time, if you are eligible complainants, you may be able to contact the Financial Ombudsman Service to discuss your complaint. They may be able to investigate your complaint and help you reach a satisfactory conclusion.

We are a member of the Financial Ombudsman Service and if we cannot reach an agreement with you, we will send you a “Final Response” letter. This will clearly set out our position regarding your complaint and will advise you on how to contact the Financial Ombudsman Service if you wish them to review your case. Any referral to them must usually be made within six months of the date of our “Final Response”.

The Financial Ombudsman Service offers a free independent service, and they can help with most complaints about or products and services. However, there are some limitations on what the Financial Ombudsman Service can investigate, and further information about this can be obtained from them directly:

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. We are not required to publish a summary of our complaints data for the most recent six-month period.

The Financial Ombudsman Service publishes its complaints data every six months. Its most recent publication does not contain any data relating to us.