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.
We hope we never give you any reason to complain but if you want to you can send us a complaint by:
Sending a message through our in-app chat
By emailing us at firstname.lastname@example.org
Sending a letter to: Freetrade Limited, Techspace Aldgate East, 32-38 Leman Street, London, E1 8EW
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.
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.
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.