You may have seen me remove a topic earlier from a customer who was complaining about Freetrade’s service.
As some of you know, if a Freetrade customer has an issue which we are unable to resolve to their satisfaction then they have the option to raise a formal complaint to the Financial Ombudsman Service.
Although we support people with good intentions posting constructive criticism of Freetrade in this community, we’ve decided not to allow customers who’ve made a formal complaint to post about the issue in the community.
This is because we have to follow a strict process when dealing with these complaints and it wouldn’t be appropriate for us to discuss the issue publicly. That means that if someone posts incorrect or misleading comments about our service, we’re unable to correct them or share our interpretation of what happened.
We also don’t publicly discuss issues that’re related to an individual’s account, which these situations usually are.
Just let me know if you have any questions.