Isnāt the beauty of a forum that you can engage in particular threads that interest you and ignore those that donāt?
I would argue that almost all companies now operate like this - check the twitter thread of any major company. If you create a tool to engage with customers they are going to use it. I fully accept the perspective around not replying on the forum during the formal complaint process, I just donāt see why threads should be hidden.
These are certainly not āformalā complaints! I think you are mistaken as to exactly a formal complaint entails.
Revolut turning off its KYC systems should result in a formal compolaint to the regualtor. Not a little comment on Twitter.
Perhaps youāve misunderstood me? A complaint of the type you describe regarding product wide KYC changes is different to a customer having a problem, raising it (via twitter, the forum, chat or any of other methods available) and then deciding that the problem is either more serious and thus worthy of a formal complaint or that their original complaint wasnāt dealt with satisfactorily and merits a formal complaint.
@HenryL - Sounds like you have a complaint that complaints are not being discussed on the forum, so perhaps you need to raise a formal complaint so that Freetrade can deal with your concern, as it doesnāt look like itās going to be resolved here on the forum.
On that note I think weāve probably exhausted the discussion here so Iām going to close the topic until tomorrow. If anyone still has more to add in the morning, then we can chat about this some more then.
This topic was automatically opened after 15 hours.
Brilliant! No complaints from me, just a discussion on business practices and transparency.
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Without intending to belittle the debate, and whether intended or not, this comment made me chuckle, so thank you. 
Keep up the good work!
Do freetrade have a complain department, where you get a reply.
Have you tried raising your issue through the in-app chat? Theyāre usually pretty good at replying.