Ibanista complaints procedure

You opinion matters:
1. If you have a complaint, please reach out to us initially to explore the possibility of resolving the issue without further escalation. Your account manager will be on hand via email and phone.

How to lodge a complaint:
2.1 To file an official complaint, you can email us at [email protected]. While complaints can also be made via phone, we recommend submitting them in writing to maintain a record of your communication.

What to expect next:
3.1 Upon receipt, all complaints are logged into our system and overseen by a senior staff member. You will receive written acknowledgment of your complaint within three (3) business days, either via post or email.

3.2 Our aim is to resolve your complaint and provide a “final response” letter within fifteen (15) business days from the date of receipt. However, in exceptional circumstances, it may take up to thirty-five (35) working days. In such cases, we will notify you of the delay and specify a revised deadline for the final response.

Final response:
4.1 If you remain dissatisfied with our final response, you may have the option to escalate your complaint to the Financial Ombudsman Service (FOS) if you meet the eligibility criteria.

4.2 You can find the FOS explanatory leaflet at the following link: https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.html

4.3 Please note that typically, complaints must be referred to the FOS within six months of receiving our final response.

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. If you want to make a formal complaint, please email us at [email protected] or call us at +44 203 376 5117. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, and Equals. Currencycloud ultimately provides you with regulated payments and e-money services in UK, US and EU. These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here: https://www.currencycloud.com/legal/complaints-procedure/