Imperial Trust Group values customer satisfaction and is committed to resolving complaints fairly, transparently, and promptly.
Our Commitment
If you’re dissatisfied with any of our products or services, we encourage you to let us know. Every complaint is reviewed independently and handled professionally.
How to Submit a Complaint
You may contact us through:
- Contact Form
- Secure Online Banking Message
- Customer Support
- Telephone
Please include:
- Full Name
- Account Number (if applicable)
- Contact Details
- Description of the issue
- Supporting documents (if any)
What Happens Next?
Step 1
Complaint received.
You will receive an acknowledgement confirming that we have received your complaint.
Step 2
Investigation.
Our Customer Resolution Team will investigate the matter, reviewing all relevant information.
Step 3
Resolution.
We aim to provide a fair resolution as quickly as possible.
If additional time is required, we will keep you informed throughout the process.
Resolution Time
Most complaints are resolved within:
5–15 business days
Complex matters requiring additional investigation may take longer.
Escalating a Complaint
If you remain dissatisfied after receiving our response, you may request that your complaint be reviewed by our senior management or Compliance Department.
Where applicable, customers may also have the right to refer unresolved complaints to an appropriate independent dispute resolution body or regulatory authority.
Our Promise
Every complaint helps us improve our services.
We treat every customer fairly and professionally.