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Complaints

How to raise a concern and what to expect from us

This Complaints Policy explains how to make a complaint about Spike, what to expect from us when you do, and how to escalate if you are not satisfied with our response. We are committed to handling complaints fairly, promptly, and without prejudice to your rights.

This Policy covers complaints about:

  1. the Spike App, the Spike Platform, and the Spike website;
  2. the conduct of Spike personnel; and
  3. Charges payable to Spike.

This Policy does not cover complaints about Institutional Services provided by Service Providers (such as a payment that did not arrive, an FX rate, or an account closure by a bank). Where your complaint relates to Institutional Services, please contact the relevant Service Provider directly. Service Providers may be subject to their own complaints procedures and to regulatory ombudsmen or similar schemes.

You can contact us:

  • through the Spike App support channels;
  • by email to support@spikeapp.com (or such other address as we publish from time to time); and
  • by post addressed to: Customer Complaints, Andromeda Bridge Corporation Limited, [registered office].

To help us investigate, please include:

  1. your name and Spike Account identifier;
  2. a clear description of your complaint;
  3. the dates and times relevant to your complaint;
  4. any reference numbers (for example, an Instruction ID);
  5. the outcome you are seeking; and
  6. any documents or screenshots that support your complaint.

We aim to acknowledge your complaint within five (5) Business Days of receipt.

We aim to provide a substantive response within fifteen (15) Business Days of receipt. Where the matter is complex and requires more time, we will let you know and will in any event provide a final response within eight (8) weeks, mirroring the timeframes used by UK regulated firms even though we are not regulated.

Our response will set out our findings, the reasons for those findings, and any actions we propose to take. Where we have made a mistake, we will say so and will take steps to put it right.

If you are not satisfied with our initial response, you may ask for the matter to be reviewed by a senior member of the Spike team. We will confirm receipt of your escalation within five (5) Business Days and will aim to provide a final review response within fifteen (15) Business Days.

Spike is not a regulated firm and is not within the jurisdiction of the Financial Ombudsman Service. However:

  1. if your complaint relates to Institutional Services provided by a Service Provider, the Service Provider may be subject to the Financial Ombudsman Service or another regulatory ombudsman; please contact the Service Provider for details;
  2. if your complaint relates to data protection, you may complain to the UK Information Commissioner’s Office (see the Privacy Notice); and
  3. you retain the right to bring a claim in the courts of England and Wales, subject to clause 18 (Governing Law and Jurisdiction) of the Spike App Terms of Use.

We keep records of complaints and responses for the period set out in our Privacy Notice and for at least the period required by applicable law.

We may update this Policy from time to time. The current version is identified by version number and effective date.