In accordance with our regulatory obligations, we have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to the services we provide.
Making a complaint
If you are a client of IFX, we encourage you to first contact your Account Executive either by phone or email in an attempt to resolve your complaint.
In the event this is unsuccessful or if your complaint involves your Account Executive, please email us at regulatory@ifxpayments.com and a member of our team will be in contact with you directly.
Please be assured that the team member handling your complaint will be experienced in dealing with complaints, and will not be directly involved in the matter relating to the complaint. They will have the authority to settle your complaint or will have access to someone who has such authority.
Kindly note that we are required to keep a record of each complaint received and any action taken by us. We retain these records for a minimum of 6 years from the date of receipt of the complaint.
Complaints handling process
Step 1 – a member of our team will promptly acknowledge receipt of your complaint.
Step 2 – following a thorough investigation, we will provide you with a final response to your complaint, confirming our position and setting out our conclusions. We aim to do this within 15 business days of receipt of your complaint.
Step 3 – If you are not happy with our final response, you can refer your complaint to the Financial Ombudsman Service (FOS), the Financial Consumer Agency of Canada (FCAC) or the Netherlands Financial Services Complaints Institute (Kifid) using the information set out below.
In exceptional circumstances and for reasons beyond our control, we may take longer to respond to your complaint. If so, we will send you a holding response within 15 business days of receipt of your complaint, explaining the reasons for the delay and advising when we will issue our final response. In any event, we will issue our final response within 35 business days of receipt of your complaint.
Kindly note that the time scales set out above are indicative only. In exceptional circumstances, if we cannot issue a final response within the given time period, we will contact you to let you know why not and confirm when you can expect to receive a final response from us.
Referral to the FOS
If you remain dissatisfied with our final response, you may be eligible to refer your complaint to the FOS. Further information on the services that the FOS can provide is available here : https://www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet
You must contact the FOS within 6 months of the date of our final response. The FOS may refuse to consider your complaint if you do so after this time, or will only consider it in exceptional circumstances. Note that the FOS will only consider complaints about regulated products and services.
You can contact the FOS on the details given below:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone No: 08000234567
Website: https://www.financial-ombudsman.org.uk/
Referral to the FCAC
If you are a client registered in Canada and remain dissatisfied with our final response, you may be eligible to refer your complaint to the FCAC. Please find the contact information for the FCAC below:
Phone: (866) 461-3222 (English) | (866) 461-2232 (French) | (613) 960-4666 (outside of Canada)
Website: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Referral to the Kifid
If you are a client registered in the European Economic Area using payment services and remain dissatisfied with our final response, you may be eligible to refer your complaint to Kifid.
Further details and how to contact Kifid can be found on their website: https://www.kifid.nl/
