Complaints / Have your say
Complaints and dispute resolution
If something has gone wrong, we want to hear about it plainly and fix it quickly. This page explains exactly how to complain, what we do with your complaint, how long each stage takes, and how the Financial Ombudsman Service fits in if we cannot resolve matters to your satisfaction.
Our approach to complaints
A complaint is any expression of dissatisfaction, whether about the platform, an adviser, a fee, a withdrawal delay or anything else connected to the service. You do not need legal language or a special form. A clear email setting out what happened and what you would like done is a valid complaint, and it enters the same formal process as any other.
We treat complaints as operational feedback, not public relations problems. Each one is logged, assigned to a handler who was not involved in the events, and answered in writing. Where we got something wrong, we say so and state what we are changing; where we believe the service worked as documented, we explain our reasoning and point to the specific published terms.
How to submit a complaint
The fastest route is email to [email protected] with the word "Complaint" in the subject line. Complaints are also accepted by post to 120 Example Avenue, Suite 4, Manchester — fictional demo address, Manchester, United Kingdom, marked for the attention of the Complaints Handler. If you raise a complaint by phone, we will write back to confirm our understanding of it, so that nothing depends on recollection of a call.
You may complain on your own behalf at any time. A representative may complain for you if you have authorised them in writing, and we may ask for that authorisation plus proof of identity before discussing account details with anyone who is not the account holder.
What to include
- Your full name and the email address registered to your account.
- A short account of what happened, with dates where you have them.
- Any reference numbers, confirmation emails or screenshots that relate to the matter.
- The outcome you are seeking, whether that is a correction, a payment, an apology or an explanation.
Missing details will not stop us opening a file; we will contact you for whatever else we need. The more precise the initial description, the faster the investigation, because the handler can go straight to the relevant records rather than requesting them in stages.
What happens after you complain
Within two working days you receive written acknowledgement with a reference number and the name of your handler. The handler reviews the account history, the relevant terms and the internal records, then contacts you if anything is unclear. You will not be passed between departments without a named owner: one person is responsible for your file from acknowledgement to final response.
If the investigation needs longer than the standard timetable, we write to you before the deadline expires, explain what is still outstanding, and give a revised date. Silence is not a stage in our process; you will always know where your complaint stands.
Response times
| Stage | Our commitment |
|---|---|
| Acknowledgement | Within 2 working days of receipt |
| Final written response | Within 15 working days of receipt |
| Complex cases needing extension | Interim update by day 15, final response by day 35 at the latest |
The clock starts when your complaint reaches us, not when it is first read. If you add significant new information later, we will tell you whether the timetable restarts for the new issues.
Escalation to the Financial Ombudsman Service
If you are not satisfied with our final response, or if we miss the final response deadline, you may refer the matter to the Financial Ombudsman Service, the UK's independent dispute resolution body. Their service is free to consumers. We will include their contact details and your referral rights with every final response letter. The Ombudsman looks at the facts afresh and can award redress where it finds we fell short; its decision is binding on us if you accept it.
Referring to the Ombudsman does not prevent you from seeking independent legal advice at any point, and nothing in our complaints process limits rights you may have under the law of England and Wales.
Our commitments to you
- Every complaint receives a written answer, not a phone call you have to chase.
- Complaining will never affect the quality of service on your account.
- We report complaint volumes and root causes to management monthly and fix recurring issues at source.
- Records of your complaint are kept securely and handled under our Privacy Policy.
To raise a complaint today, write to [email protected]. For anything urgent involving a payment you believe is fraudulent, contact your bank first, then follow the steps on our fraud warning page.