Freetrade Customer Charter

At Freetrade we work hard to make sure that your interactions with us are a positive experience for you, and we always aim to provide excellent levels of service. 

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Our Customer Charter outlines what we do to provide you with a good experience and what we ask from you in return to ensure transparency and a mutual understanding of our relationship.

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How do we aim to provide you with a positive experience?

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Quality Customer Service:

• We  provide quality customer service which is accessible via multiple text-based channels, including email, chatbots and - depending on your plan type - in-app chat. 
• Our friendly customer service team are available during UK and US market hours and at the weekend, to provide support when you need it. 
• Our  chatbot will try to help you find an answer at any time, day or night.
• We strive to understand your circumstances and will take reasonable steps to respond to your queries and concerns in a timely manner.  
• We have systems in place that help us identify and prioritise urgent queries.
• Customers subscribed to our Plus plan have access to priority customer support which should allow Plus customers to receive an answer to their queries more quickly. 

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Resources: 

• We’re on a mission to get everyone investing. To help with this we provide educational resources, such as articles and guides, to help you understand investing concepts, market trends, and strategies. These, along with other external resources available, can be used by our customers to make informed choices about whether investing is right for them at that point in time. 
• Freetrade does not offer investment advice. You should always do your own research.

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Feedback:

• We welcome feedback, whether it is positive or highlights areas for improvement. 
• Where you are unhappy with the service you have received, we have established a clear process for handling complaints and aim to resolve them fairly and promptly. We take all necessary steps to address your concerns and provide information on how to escalate a complaint further if you are unhappy with the outcome.

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Good outcomes:

• While we can't ensure that things will always turn out the way you'd like:
• We will always act in good faith towards you
• We will avoid causing you foreseeable harm and

• We will enable and support you to use our products and services to pursue your financial objectives.

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What do we expect from you in return?

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Please treat our staff with respect: 

• We will always try our best to resolve your concerns. In return, we expect you to treat our staff with respect. 
• We will not tolerate unreasonable behaviour towards our staff, including behaviour that is aggressive, abusive, violent, threatening, offensive, insulting, or discriminatory.

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Please tell us when something changes: 

• Please inform us of any changes to your personal details or circumstances which may impact you as our customer to help us best support you in your investment journey.
• We recognise that some people may need extra support when using our products and services, and we would like to help you. If you are dealing with financial, physical or mental health issues, please let us know. Asking for help sooner rather than later can be the first step in making sure things don’t get any worse. 
• If you are in a situation where you require additional support we will, where possible, adjust our processes to try to help you.

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By adhering to this Customer Charter, Freetrade aims to grow a strong and trusted relationship with you - our valued customers. We appreciate your choice to use our platform and are committed to supporting you with your investment journey.

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