Complaints

How to Make a Complaint​

We’re sorry you didn’t receive the service you expected from iBanFirst. Everyone has the right to make a complaint if your experience was unsatisfactory. Below, you’ll find information on how to submit a formal complaint.  ​

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Resolving Your Issue​

Before submitting a formal complaint, we might be able to resolve your issue through the following options:​

• Email Our Support: The fastest way to solve your issue is through our Customer Support. They might be able to resolve it on the spot via email.​
• Dedicated Account Manager: If you are a client of iBanFirst, please first contact your Account Manager by phone or email who will try to resolve your complaint. ​

If this is unsuccessful, email us complaints@ibanfirst.comand a team member will contact you directly.​

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What Happens After You Make a Complaint?​​

iBanFirst will:​

• Email you to confirm receipt of your complaint.​
• Thoroughly review your complaint and request any additional information if needed.​
• Email you with an explanation of the actions we took and why.​
• Provide a final response, once our investigation is complete, we will issue a final response letter with details of our findings and any proposed resolution. ​

We aim to acknowledge your complaint within 24 hours and provide a final response within 15 calendar days. In exceptional circumstances and due to factors beyond our control, there may be delays in responding to your complaint. Should this occur, we will provide a holding response within 15 business days of receiving your complaint, outlining the reasons for the delay and indicating when you can expect our final response. Regardless, we will issue our final response within 35 business days of receiving your complaint. ​

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If You’re Not Satisfied with the Response​

If you’re not happy with our final response, you can escalate your complaint to the Financial Ombudsman Service (FOS) within 6 months of our final response. ​

Financial Ombudsman Service (FOS):​

• E-mail: ombudsman@ombudsfin.be​
• Post: OMBUDSFIN – Ombudsman for financial services, North Gate II, Boulevard du Roi Albert II 8, box 2, 1000 Brussels, Belgium​​

Details of the type of complaints that are eligible to be considered by the financial ombudsman service are available on their website www.ombudsfin.be