Complaints procedure

We want to hear when something has not gone as it should. This page explains how to complain, what we will do and where you can go if you are still unhappy.

Introduction

A complaint is any expression of dissatisfaction about our service, staff, fees, platform or a decision we have made. Making one does not affect how we treat you. We are committed to handling complaints fairly, promptly and without charge, and we use them to improve our service. This procedure applies to clients and prospective clients in the United Kingdom.

How the process works

  1. 1 Tell us

    Email [email protected] with the subject "Complaint", or tell your personal manager that you want to make a formal complaint. You do not need a special form or any legal wording.

  2. 2 We acknowledge it

    You receive written confirmation and a reference number, with the name of the person handling your case.

  3. 3 We investigate

    A member of staff who was not involved in the original matter reviews the facts, the account history and any messages, and may contact you for more details.

  4. 4 You receive our final response

    We explain what we found, whether we uphold the complaint, what we will do to put things right and how to take the matter further.

What we need from you

To help us investigate quickly, please include your full name, the email address on your account, a clear description of what happened and when, any reference numbers or screenshots, and what outcome you are looking for.

Please do not send your password, one-time codes, API secrets or full card numbers. We will never need them to look into a complaint.

Timelines

We acknowledge complaints promptly, in practice within two working days, and aim to send our final response within eight weeks at the latest. Many are resolved much sooner. If we cannot finish within that time, we write to explain why and when to expect an answer. In the UK, the relevant time limits for consumer complaints are set by the FCA's dispute resolution rules, and we follow them.

Escalating to the Financial Ombudsman Service

If you are not satisfied with our final response, or we have not responded within eight weeks, you may be able to refer the complaint to the Financial Ombudsman Service (FOS), which is free and independent. The FOS can only consider complaints about activities that fall within its remit, and some cryptoasset activities do not. You normally have six months from the date of our final response to refer a complaint. You can find the FOS through its own website, and we will tell you in our final response whether we believe your complaint is eligible.

Referring a complaint does not affect your legal rights, including your right to go to court.

Examples of what you can complain about

Anything that affects you as a client counts. Typical examples are a withdrawal that has taken longer than the published time, a fee that was different from the one shown, a strategy that behaved in a way you were not told about, an unhelpful or discourteous conversation with staff, a problem with your personal data, or the way we handled an earlier complaint. If you are not sure whether something qualifies, tell us anyway and we will treat it appropriately.

Reaching a fair outcome

If we uphold your complaint, the remedy depends on what went wrong. It may be an apology and an explanation, correcting an error on your account, refunding a fee we charged incorrectly, or paying reasonable compensation for direct costs you incurred because of our mistake. We cannot compensate you for ordinary market losses, which are a risk of trading and are explained in our risk disclosure. If we do not uphold your complaint, we will say why, and point you to the next step.

Complaints about someone else

If your complaint relates to a third party, such as an exchange, a bank or a card issuer, we will tell you and help you to direct it to the right place. We remain responsible for our own part in the matter and will investigate it.

Our commitments to you

  • Transparency: we explain each step and what we found, in plain English.
  • Confidentiality: your complaint is shared only with those who need to see it to resolve it.
  • Objectivity: your complaint is reviewed by someone who was not involved in the original matter.
  • Communication: we keep you updated at least every two weeks if the matter takes longer.
  • No detriment: making a complaint will never affect the service you receive.

Contact

Write to [email protected], or by post to 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. The team responsible is Client Support & Compliance, available Monday to Friday, 9:00 to 17:30 UK time (excluding public holidays).