If you have a query or are concerned about how we process your personal data, you can make a complaint. Your first point of contact should be our Data Protection Officer via email dpo@ifastgb.com.

Alternatively, you can send your complaint to:

For us to investigate your complaint quickly and efficiently, we need as much information from you as possible. This includes:

• Your full name


• A clear description of your complaint


• Details of any requests you may have (i.e. what you would like us to do to resolve your complaint)


• Copies of any relevant documents, such as emails, screenshots or other correspondence

The Data Protection Officer will reply to confirm that your complaint has been received and will be investigated. At the same time, they will provide an estimated time frame of when you can expect to receive a full and final response.

We aim to reply promptly, but response times will depend on the nature of the complaint. We will write to you with the outcome of our investigation within a reasonable timeframe. We’ll also confirm any action(s) taken if your complaint has been upheld or give you more information about your right of appeal if your complaint is rejected.

If you feel your complaint has not been dealt with to your satisfaction, you have the right to refer your complaint to the ICO (Information Commissioner’s Office). You can find details about how to do this on the ICO website at https://ico.org.uk/make-a-complaint/ or by calling their helpline on 0303 123 1113.

At iFAST Global Bank, we pride ourselves on our commitment to delivering an exceptional experience for our customers. Our aim is to make sure we provide a user-friendly, reliable and great value service. We are committed to supporting the FCA (Financial Conduct Authority) principle that a business “must pay due regard to the interests of its customers and treat them fairly”.

We believe in treating our customers fairly, and deliver your expectations of high-quality service in the following ways:

• We aim to understand the needs of our customers to keep you fully informed in a clear, fair manner that is unambiguous and not misleading
• We respond to customer queries and complaints in a timely manner and address any issues raised. All customer complaints are dealt with and escalated appropriately as required by us in order to meet our obligations to both you and our regulator, the Financial Conduct Authority

If you have a query or are dissatisfied, you should initially contact a member of our customer services or your Relationship Manager. Here are our contact details:

Contact Us: Chat With Us or Call Us

Email: clienthelp@ifastgb.com

Web: www.ifastgb.com

For us to investigate your complaint quickly and efficiently, we need as much information from you as possible. This includes:

• Your full name
• A clear description of your complaint
• Details of any requests you may have (i.e. what you would like us to do to resolve your complaint)

Copies of any relevant documents, such as emails, screenshots or other correspondence (if applicable)

Our Customer Care team will aim to resolve your concern as quickly as possible. If you are happy with their proposed resolution of your case, we will treat your complaint as resolved and will provide you with a Summary Resolution Communication (SRC) by the third business day following receipt of your complaint. The SRC will include the outcome of your complaint and will inform you if you have the right to refer your compliant to an alternative dispute resolution (ADR) entity (specifically the Financial Ombudsman Service).

If you are unhappy with the proposed resolution from our Customer Care team, please contact us and your complaint will be escalated to the Head of Department by the fourth business day following receipt of your complaint. The Head of Department will:

• Email an acknowledgment to you by the fifth business day following receipt of your complaint
• Investigate your dispute competently, diligently and impartially
• Keep you informed about the progression of the investigation into your complaint
• Send a final response within 15 days after the complaint was received confirming their findings and conclusions. If the Head of Department is unable to fully investigate the complaint within 15 days, they will contact you to confirm when you can expect to receive the final decision. This will be no longer than 35 days
• Inform you that if you are not satisfied with their response, you may be able to refer the complaint to an alternative dispute resolution (ADR) entity

If you are an eligible complainant and (a) you have not received a final response within 15 or 35 business days of making your complaint, or (b) you are not satisfied with the final response letter, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge.

More information about the Financial Ombudsman Service and how to refer a complaint will be provided in our final response. If you do decide to refer your complaint to the Ombudsman, you must do so within six (6) months of the date shown on the final response we send to you.