We are available via Live Chat to quickly discuss and try to resolve anything you aren’t happy with. However, we understand that sometimes you might want to make a complaint.

You can still file a complaint with us via Live Chat, but you can also reach out to us at complaints@freetrade.io via email. Those methods will reach us fastest, but if you prefer to contact us by post, you can also write to us here:

Freetrade Limited
Second Home
68 Hanbury St
London
E1 5JL

In addition to our Customer Operations team, any complaints submitted will be reviewed by our Compliance function. We will review them as fairly as possible, and indeed our regulator, the Financial Conduct Authority, require us to follow certain procedures. We also believe that we can learn from complaints and so we analyse complaints data, seek to identify any trends and learning points.

If you’re not completely happy with our response, you may refer your complaint onwards to the Financial Ombudsman Service, free of charge at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0300 123 9123
Financial Ombudsman website

Please note however, that the Ombudsman will not look at a complaint until it has been raised with the firm and the firm has had a reasonable time to respond.

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