Complaints

1. Our approach to complaints

A complaint is any expression of dissatisfaction, oral or written, about the service, our staff or a third party involved in delivering it. You do not need legal language or a special form; an email describing what happened is enough. We treat every complaint as information about where the service fails, and patterns in complaints feed directly into our internal reviews.

You will never be treated less favourably for complaining, and complaining does not affect your access to the platform, your positions or your withdrawals.

2. How to make a complaint

Send your complaint to [email protected] with the word "Complaint" in the subject line, or write to our London office at 120 Example Avenue, Suite 4, London — fictional demo address. If you raise a complaint by phone, we will record it and send you a written summary the same working day so nothing depends on call notes alone.

Please raise the complaint within a reasonable time of the event. Earlier complaints are easier to investigate well because records, logs and recollections are fresher.

3. What to include

The most useful complaints state four things: what happened, in date order; what you expected instead; the account or transaction reference involved, if there is one; and what outcome you are seeking. Copies of relevant emails or screenshots help but are not required. If your complaint concerns a payment, include the date, the amount in pounds and the method used, such as Faster Payments or a card withdrawal.

If you write on behalf of someone else, include that person's written authority and their account details, so we can respond within the rules on data protection.

4. What happens after you complain

We acknowledge every complaint in writing within two working days, confirming who is handling it and how to reach them. The handler is independent of the matter complained about; a complaint about an account manager is investigated by someone else in the client team. We gather the records, speak to the people involved and respond in full, in writing.

If we cannot complete the investigation within the standard timeline, we write to you before the deadline passes, explaining what remains outstanding and when we expect to conclude.

5. Timelines

Working days are Monday to Friday excluding bank holidays in England and Wales.

6. If you are not satisfied: escalation

Our final response letter explains how to ask for an internal escalation review if you believe the outcome is wrong. The review is conducted by a senior member of the team who has not been involved in the case, and it re-examines the evidence rather than simply defending the first answer.

7. External review: the Financial Ombudsman Service

Once we have issued our final response, eligible complainants may refer the matter to the Financial Ombudsman Service, the UK's statutory dispute-resolution scheme, generally within six months of that response. Their service is free to consumers. We cooperate fully with any Ombudsman investigation and are bound by its decisions where they apply. The Ombudsman's own website explains eligibility rules and how to submit a case.

8. Our commitments in one place

• Every complaint acknowledged in writing within 2 working days.
• A named handler independent of the subject of the complaint.
• A substantive, reasoned response within 15 working days, or a clear interim update.
• Information about escalation to the Financial Ombudsman Service in every final response.
• One address for everything: [email protected].