Customer Complaints Procedure

At Freemarket, we always aim to provide you with the best standards of service when using our product.

Our customer support team are always on hand to assist with your enquires. Freemarket appreciates that there may be rare occasions where our service has not met your expectations. If this is the case, we wish to extend our sincerest apologies to you and that you feel we have let you down, and we will remain committed to righting the situation with you wherever possible.

As a fully-regulated company, Freemarket has a complaints procedure ensuring that we handle complaints and queries in the correct manner.

The complaint procedure below has been designed in line with the recommendations and requirements of our regulators at the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

To ensure that we have an audit trail and that we have all the facts to help us understand your case, we request that you email support@wearefreemarket.com with the details of your complaint, including your account number (beginning with an ‘A’).

We will then:

  • Send you written acknowledgement that your complaint has been received;
  • Contact you further should we require any additional details;
  • Fully investigate your case and your concerns, followed by issuing a detailed response including an explanation of our decisions and reasons for said decision.

If you remain dissatisfied with our response, you have the right to forward your concerns to the Financial Ombudsman Service.

Please note: We always encourage you to allow us to undergo our Internal Complaints Procedure before referring your concerns to the Financial Ombudsman.

The Financial Ombudsman can be contacted at:

The Financial Ombudsman Service (UK)

Exchange Tower

London

E14 9SR