Contact us

Making a complaint

In the first instance, all complaints concerning suitability of investment selection, valuation of your portfolio account or fees deducted you must contact your financial adviser.

IFG Global Trust Company Limited (IFGL Global Trusts) will always go that extra mile to ensure you’re as happy as possible with our service. Unfortunately, as with any business, we may not get it right every time.

We value your feedback and realise it is how we deal with your complaints that makes all the difference to you. So, tell us what you think. It’s only when you share your experience of our service with us that we can review our processes and make any changes required to improve your customer experience.

If your complaint is specific to the service offered by IFGL Global Trusts then please write to us at the address below:

Customer Relations Manager
IFG Global Trust Company Limited
International House
Cooil Road
Douglas
Isle of Man
IM2 2SP
British Isles

You can also send your complaint via email at: admin@ifgltrusts.com If you would prefer to speak to a customer service representative, you can call us on +44 (0) 1624 681 681.

Please note that if your complaint is about advice you have been given, or the way in which a product was sold to you, you should direct it to your financial adviser.

What you can expect from us

• We will acknowledge your complaint in writing within five working days of the day we receive it
• We will carry out a full and impartial investigation of your complaint and take account of all available information, and write to you with details of the outcome and our decision
• If we have not been able to complete the investigation within four weeks, we will write and let you know when we hope to be able to give our response
• If the investigation is still not complete after eight weeks and we are not awaiting any information from you, we will write and explain why. We will also notify our Regulator the Isle of Man Financial Services Authority of the fact we have been unable to complete a full investigation and the reasons why, along with the actions we are proposing to take to resolve the complaint.

Still not satisfied?

If you are not satisfied with the way your complaint has been handled or are not happy with the decision, you may have the option to escalate your complaint through the Financial Services Ombudsman Scheme. Please note that the Financial Ombudsman Service will not consider your complaint unless it has first been considered by IFGL Global Trusts.

Financial Services Ombudsman Scheme

Thie Slieau Whallian
Foxdale Road
St John’s
Isle of Man
IM4 3AS
British Isles

Telephone: +44 (0) 1624 686 500

Email: ombudsman@iomoft.gov.im