Complaints

At Freetrade, we do everything we can to offer our customers the best possible service, but we recognise that sometimes mistakes may occur. When a complaint is raised with us, we always take the matter seriously and aim to resolve it as quickly as possible. We use the information gathered when dealing with complaints to help us improve our platform and provide our customers with a better service.

How do I make a complaint?

We hope we never give you any reason to complain but if you want to you can send us a complaint by:

Investigation

On receipt of your complaint our staff will acknowledge it and, where required, we will commence an investigation. We will also send you our final response detailing the outcome of your complaint.  Whilst the FCA rules allow us up to eight weeks to deal with a complaint, every effort will be made to resolve complaints as quickly as possible.

Financial Ombudsman Service

The Financial Ombudsman Service is an independent official body, established by Parliament, for settling disputes between UK-based financial companies and their customers. Its service is free. 

You have the right to refer your complaint to the Financial Ombudsman Service should you disagree with our final decision. You have six months to do this from the date our final response is issued. You can find more information on how to do this by visiting their website, click here.

Freetrade complaints data

1st October 2020 - 31st March 2021

Every six months, we have to submit the following data to the Financial Conduct Authority. This information includes a breakdown of how many complaints we’ve received and how long it took us to resolve them.

Number of complaints opened
by volume of business

Product / service grouping Provision (at reporting period date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Investments 0.92 per 1000 client accounts 0.09 per 1000 sales or equivalent transactions 598 589 6.45% 89.81% 27.84% Information, sums / charges or product performance

More information

Open Banking Complaints

We use a partner called TrueLayer to allow you to top up via bank transfer from within the app, using Open Banking payments. 

When you use this part of the app, TrueLayer is providing the regulated Payment Initiation Service and is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (Firm Reference Number: 901096).  

Great Customer Service is important to TrueLayer. If you are unhappy with any part of TrueLayer’s Payment Initiation Service, the easiest way for them to help resolve your issue is for you to contact their Client Care team via their website by clicking here.