Complaints
If something goes wrong, we want to put it right.
1. How to complain
- In the app: Help → Make a complaint
- Email: [complaints email]
- Phone: [phone]
- Post: Complaints, IFS Currency Limited, First Floor, Unit 4 Stanton Gate, 49 Mawney Road, Romford RM7 7HL
Tell us your name, what went wrong, the payment reference if you have one, and what you would like us to do.
2. What happens next
STEPTIMING
We confirm we have received your complaintWithin [2] business days
We send our final responseWithin 15 business days of receiving it
In exceptional circumstancesWe tell you why we need more time, and reply within 35 business days
3. Financial Ombudsman Service
If you are not happy with our response, or we have not replied in time, you can refer your complaint to the Financial Ombudsman Service, free of charge, within six months of our final response.
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
4. Help in your language
You can make a complaint in Bangla, Sylheti or English. Tell us if you need any support to make your complaint.