Complaints and Feedback Policy

IRFX ( is the Trading name of AGPAYTECH LTD.

IRFX is committed to providing a quality service to our customers. If you do not receive satisfaction from us, we would like you to tell us about it. All complaints are taken seriously, and all feedback is appreciated as it provides us with an opportunity to improve our standards. All complaints and feedback are referred on to the relevant directors within the business for investigation without delay.

Complaints Procedure

If you have a complaint, please contact Compliance Manager at the following address:

ATL House, 128 Peckham Hill Street,
London SE15 5JT
United Kingdom
Also via email: [javascript protected email address]

1.We will send you a letter or email, acknowledging your complaint and confirming its receipt.
You should expect to receive this confirmation within 5 working days of us receiving your complaint;

2.We will then record your complaint in our central register and start to investigate on your behalf. This is likely to involve the following steps;

3.A full response to your complaint will be drafted by the appropriate Director and sent out to you with any supporting documentary evidence. In addition, if the relevant Director considers it appropriate, she/he may wish to discuss the events surrounding your complaint directly with you.
The majority of complaints we receive are resolved in this way as the Director is able to explain how Agpaytech Ltd. plan to resolve the issue and, if appropriate, offer an apology or compensation.

4.If you are not satisfied with the outcome you can request in writing that the decision of the Director to whom the matter was first referred, be reviewed. Another more senior Director of the company will be appointed to review the initial decision. We will let you know of the outcome of this review in writing as soon as possible. This decision will be final.

5.We aim to acknowledge, investigate and resolve all complaints within 14 working days of receipt.

6.If you are still not satisfied with the outcome of your complaint, you can contact the Financial Services Ombudsman via email : [javascript protected email address] or;
write to them at the following address:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom