Complaints Procedure

Version 1.0 — Last updated: February 2026

1. Our Commitment

We take all complaints seriously and are committed to resolving them fairly and promptly. This procedure explains how to make a complaint and what to expect.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about our service, whether justified or not, which you want us to address. This includes complaints about:

  • The platform or its features
  • Deposits, withdrawals, or investment allocations
  • Customer service or communication
  • Data handling or privacy concerns
  • Fees or charges
  • Any other aspect of our service

3. How to Complain

Option A: Online (Recommended)

If you are logged in, you can submit a complaint through the form below. This ensures your complaint is recorded, tracked, and linked to your account.

Please sign in to submit a complaint online, or use the email address below.

Option B: Email

You can email your complaint to: complaints@thebrickexchange.com

Please include your full name, registered email address, and as much detail as possible about your complaint.

Option C: Post

Write to us at:
Complaints Department
TheBrickExchange Ltd
[Registered address to be added]

4. What Happens Next

  1. Acknowledgement — We will acknowledge your complaint within 5 business days, providing a reference number and the name of the person handling your case.
  2. Investigation — We will investigate your complaint thoroughly, reviewing all relevant records and information.
  3. Resolution — We aim to resolve complaints within 8 weeks. If we need more time, we will keep you updated on progress.
  4. Final Response — You will receive a written final response explaining our findings, any action we will take, and your right to escalate if dissatisfied.

5. If You Are Not Satisfied

If you are not happy with our final response, or if 8 weeks have passed without resolution, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS):

You must refer your complaint to the FOS within 6 months of receiving our final response.

6. Tracking Your Complaint

All complaints submitted online are tracked within the platform. You will receive updates via email as your complaint progresses.