CurveBlock
If you are unhappy with an investment platform start by using the platform complaint procedure, keep clear records and allow the firm time to respond; if you do not get a satisfactory outcome or the firm does not respond within eight weeks you can take the matter to the Financial Ombudsman Service where it will assess whether it can help resolve your complaint.
How the internal complaint process normally works
Most regulated investment platforms operate a defined complaint handling process to give customers a chance to resolve problems directly. That process usually begins with you contacting the platform by the channel it specifies, for example an online form an email address or a postal address. Provide a clear summary of what you believe went wrong a timeline of events and any documents such as statements emails screenshots or contract pages that support your case.
After you make a complaint the firm will typically acknowledge receipt and give you a reference number. It will then investigate your points and attempt to reach a final response within an internal timescale. Many firms aim to resolve simple matters quickly and to provide a full final response within eight weeks where possible. Keep copies of every message you send and every reply you receive because those records help if you later need to escalate.
Always start with the platform complaint procedure and keep a clear record of each step you take.
When to escalate to the Financial Ombudsman Service
The Financial Ombudsman Service is an independent public body that can review complaints about financial services firms where the customer and the firm cannot agree a resolution. In practical terms you can bring your complaint to the Ombudsman if you have already complained to the firm and you remain unhappy with the outcome or if the firm has not provided a final response within eight weeks.
Before the Ombudsman can consider your case it must be within its jurisdiction which covers many regulated financial products and services. The Ombudsman can look at what happened investigate the facts ask for evidence and make a recommendation or a binding decision in favour of one party. There are time limits that the Ombudsman applies to new complaints and those are explained on its website but typically you need to bring a complaint within a reasonable period after you first become aware of the issue.
If a firm cannot resolve your complaint to your satisfaction and you have followed its process the Financial Ombudsman Service may be able to help.
What the Financial Ombudsman Service can and cannot do
The Ombudsman can order a firm to put things right by paying compensation or taking corrective action. It can also recommend apologies or adjustments to records where appropriate. The service provides a free route to dispute resolution without court fees and it aims to be informal fair and proportionate.
There are limits to what the Ombudsman can achieve. It cannot award punitive damages in the way a court might and it cannot provide legal advice. The Ombudsman cannot rewrite a contract to create benefits that were never agreed nor can it overturn regulatory permissions. If you want a legal ruling on complex points you may still need independent legal advice or court action.
The Ombudsman can provide a cost free independent final review but it cannot provide legal advice or rewrite contractual terms.
Practical steps to prepare a complaint
Prepare a clear factual timeline starting from the first contact with the platform and include dates times and names where known. Copy relevant contract terms fees schedules statements and promotional material. Note any losses with supporting documents and explain what outcome you seek for example a refund correction or compensation for losses in a way that is reasonable and linked to what went wrong.
Keep communications professional and factual. If you receive an interim response ask for clarification of any parts you do not accept and request the firm s final response in writing. If the firm offers a settlement consider whether it meets your objectives and whether it is better to accept a quick resolution or to escalate for a fuller review by the Ombudsman.
Clear evidence a calm explanation and a stated desired outcome improve the chance of early resolution.
Timescales and expectations when using the Ombudsman route
Once the Ombudsman has accepted a case it will gather information from you and from the firm and will often try to encourage settlement by agreement. If agreement is not possible the Ombudsman will issue a final decision after analysing the evidence. The Ombudsman s decisions are binding on firms if you choose to accept them but you retain the right to take a case to court instead if you prefer.
Expect the Ombudsman process to take several weeks to several months depending on case complexity and workload. Many complaints are resolved by agreement without the need for a final decision which can be a faster outcome. Use the time to gather any additional documents that respond to points the firm raises.
The Ombudsman process can take time but offers a free independent review that can result in a binding remedy against the firm.
CurveBlock context and regulated status
CurveBlock is approved for Gate 1 of the Bank of England and FCA Digital Securities Sandbox and participates in regulatory testing for digital shares offerings. Sandbox approval is not full FCA authorisation and does not replace other permissions that a regulated firm may need. The platform currently runs on Hyperledger Besu as its enterprise grade Ethereum client and adheres to the regulatory requirements that apply to each fund horizon.
If you have a concern about activity on CurveBlock follow the platform s published complaint procedure first and keep records so you can escalate if needed. For general guidance on what to read before committing money see Financial promotions and risk warnings what investors should read before committing money. If you are checking whether a firm is listed or whether a listing proves legitimacy see The FCA register and investment scams what a regulatory listing does and does not prove.
Sandbox approval is not full FCA authorisation and each fund horizon has its own regulatory requirements.
Frequently asked questions
How long should I wait for a reply from an investment platform?
You should allow the platform to follow its published complaint procedure and to provide a final response within eight weeks where possible but check the firm s terms for stated timescales and keep a record of every communication.
When can I contact the Financial Ombudsman Service?
You can contact the Financial Ombudsman Service after you have used the platform s complaint process and you remain dissatisfied or if the firm does not send a final response within eight weeks and the complaint falls within the Ombudsman s jurisdiction.
Will the Ombudsman always order compensation?
No the Ombudsman will examine the facts and may propose compensation correction or no remedy depending on whether it finds that the firm acted wrongly or that losses resulted from the firm s actions.
Can I still go to court after using the Ombudsman?
Yes you can choose to accept the Ombudsman s decision which will be binding on the firm or you can pursue court action instead if you prefer a formal legal judgement.
General information about the CurveBlock platform. Not financial, legal or tax advice. Capital is at risk. The value of digital shares can fall as well as rise. Past performance is not a guide to future returns.
