Complaints
At Robinhood, we do our best to provide you with a great level of service. However, we recognise that sometimes we may not get things right. Where this is the case, please don’t hesitate to reach out to us. We’ll be happy to help you.
We take customer complaints very seriously, and want to assure you that when you have a cause to complain, we’ll listen to you and do our best to make things right. We also view it as an opportunity to learn and improve.
If you have not received the level of service you would expect, you can raise a formal complaint with us. You can send us your complaint through:
How to contact support provides steps on how to get in touch with us. Please make sure you explain what has gone wrong, so we can better understand how to help you. Also, use Complaint in the heading so we can direct you to the relevant team.
After you send us your complaint, we will confirm with you that we have received and recorded your complaint as soon as we can.
We will investigate your complaint and let you know if we need more information from you.
We’ll respond to your complaint within 3 working days, but it might take longer. If we’re unable to respond within 3 working days, we’ll keep you informed of our progress. We’ll send you a final response letter within 8 weeks to your registered email address.
Our final response letter will include a summary of our investigation and the reasons for our decision. However, if you feel like we haven’t resolved your query, or if you are unhappy with our final response, please let us know so we can continue to work on this issue for you.
You can also escalate your complaint to the Financial Ombudsman Service (FOS). It is a free, independent service that resolves disputes between financial services companies (like Robinhood) and their customers (like you).
You have the right to refer your complaint to the FOS, free of charge, after you have received our final response letter. However, please remember you only have 6 months from the date you receive our final response letter to refer your complaint to the FOS.
For more information, here are their details:
Review the FOS has an information leaflet for more information about them and how to contact them.
Thank you for helping us improve!