Complaints

In case you are not satisfied by a service from iBanFirst, you may send a complaint by sending a letter to the following address:

iBanFirst SA

350 Avenue Louise

1050 Brussels

Belgium

or, by email, to the following address: complaints@ibanfirst.com

We undertake to respond to complaints within 15 days. If exceptional circumstances prevent us from fulfilling this commitment, we will send a provisional response detailing the exceptional circumstances and the period within which you can expect a definitive response.

If you do not agree or are not satisfied with the response provided by iBanFirst, or if you have not received a definitive response within the specified period, you may file a complaint with a competent local authority or any other type of valid external dispute resolution system. In Belgium, the Ombudsman in financial conflicts is the relevant competent authority. More details can be found on the website below.

Then, refer your case in writing to the following address:

OMBUDSFIN – Ombudsman in Financial Matters

North Gate II

Boulevard du Roi Albert II 8, bte 2

1000 Brussel

Belgium

E-mail: ombudsman@ombudsfin.be

Website: www.ombudsfin.be