Complaints Policy

Introduction

Trading 212 is a trading name of Trading 212 UK Ltd. (the Company).

The Company is registered in England and Wales (Register number 8590005) and is authorised and regulated by the Financial Conduct Authority (Register number 609146).

The Company is committed to:

providing a high standard of client service; and
maintaining our reputation for credibility and accountability.

We welcome feedback on our service at any time. If you are dissatisfied with our services, please give us the opportunity to fix the problem. We will investigate, answer your questions and work hard so you enjoy trading with us.

Should you feel dissatisfied with any aspect of our service, your first action should be to contact our Customer Service Team at info@trading212.com.

The complaints handling procedure sets out the method for the submission of complaints by clients and the Company’s processes for dealing with such complaints.

What is a complaint?

The Company defines a complaint as “an expression of dissatisfaction, whether oral or written, with a product or service provided by the Company that is not resolved at the first point of contact.”

How to make a complaint?

Any member of the Company staff can receive a customer complaint and has the responsibility to do everything within their authority to resolve the issue at the first point of contact. Where a member of staff feels they lack the experience, expertise or authority to settle the matter immediately, they may refer the matter to their supervisor.

Complaints shall be submitted in writing through the normal Customer Support communication channels, namely by sending an email to our Customer Service Team at info@trading212.com.

To help us respond as quickly as possible, a complaint sent by the client shall include:

the client’s name and surname;
the client’s username;
the date on which the issue arose;
the affected transaction numbers, if applicable; and
a clear and logical description of the issue.

Complaints shall not include offensive language directed to either the Company or any Company employee.

Our Customer Support team may contact the complainant directly in order to obtain further clarifications and/or information. The complainant’s cooperation is required for the handling of the complaint in question.

While our Customer Support team will be able to resolve the majority of queries, you may also refer the query as a complaint to our Compliance Department. We prefer to receive complaints in writing, as there is less potential for misunderstanding.

In order to contact the Company’s Compliance Department, you should write to compliance@trading212.co.uk or:
Compliance Department
Trading 212 UK Ltd.
107 Cheapside
London EC2V 6DN,
setting out the details of your complaint as clearly as possible. The Compliance Department operates independently and will carry out an impartial review of your case, contacting you for more information if necessary. They will endeavour to determine what happened or failed to happen, and assess whether we have acted properly and in accordance with our rights and obligations. They may also determine whether any compensation is due.

Investigation

On receipt of your complaint our staff will acknowledge your complaint and, where required, will commence an investigation.

Whilst our internal procedures allow us up to eight weeks to deal with a complaint, every effort will be made to resolve complaints as quickly as possible.

Timeframes & External Dispute Resolution

If after a period of eight (8) weeks, the Company has not completed its investigation and provided a final response, we must either:

provide a final response in writing, which:
1. accepts the complaint, and where appropriate, offers redress or remedial action; or
2. offers redress or remedial action without accepting the complaint; or
3. rejects the complaint and gives our reasons for doing so, and, which
  1. encloses a copy of the Financial Ombudsman Services (FOS) standard explanatory leaflet;
  2. provides the website address of the FOS;
  3. informs the complainant that he or she may refer the complaint to the FOS if dissatisfied and, if so, do so within six (6) months of the date of our final response; and
  4. indicates whether or not we consent to waive the relevant time limits.
provide a written response, which:
1. explains why we are not in a position to give a final response and provide an indication as to when we expect to be able to do so;
2. informs the complainant that he or she may now refer the complaint to the FOS;
3. indicates whether or not we consent to waive the relevant time limits;
4. encloses a copy of the FOS standard explanatory leaflet; and
5. provides the website address of the FOS.

The FOS is an independent service in the UK established by the Parliament for settling disputes between businesses providing financial services and their customers.

The FOS will make a determination after reviewing your complaint and all relevant issues, for example any relevant FCA rules. The FOS has the authority to resolve the complaint, and the Company will be bound by their determination. Should you decide to utilise The FOS, you can do so free of charge.

You can contact the FOS in the following manner:

By writing to:
Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall
London E14 9SR
United Kingdom
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: http://www.financial-ombudsman.org.uk

Please note that the FOS will not consider a complaint until we have had the opportunity to address the complaint, and any reference to FOS should not be made by you until you receive a final response from us or eight weeks after the date of your complaint, whichever is sooner.

You can also choose to raise a complaint via the European Commissions Online Dispute Resolution Platform. However, since the Financial Ombudsman Service was established to deal with complaints regarding financial service firms based in the United Kingdom, it is likely that you will be referred to the Financial Ombudsman Service, whose details are outlined above.

Note: The clients of Trading 212 Ltd. should submit their complaints to: compliance@trading212.com.

Issued: 13 February 2017

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