Help Center

Frequently Asked Questions

Can’t find the answer you’re looking for? Reach out to our customer support team via email on help@blackthorn.finance

What documents will I need to create an Individual Blackthorn account?

We will need to verify your identity through a photographic ID (Passport, driving license or National ID card). You will also need to provide proof of address that’s dated no longer than 90 days from the current date.

How long does it take to open an Individual account?

Hopefully, we can have your account up and running within 24 hours. However, the onboarding time frame will vary on the type of account you wish to open.

Which devices are compatible to use my Blackthorn account?

Blackthorn is compatible with iOS 10 and above, and on Android 5.0.0 and above.

How do I update my personal details?

If you want to make changes to your personal details, please contact us at help@blackthorn.finance. Our support team will help with a smooth transition.

I have forgotten my password

This is easy, all you need to do is click on the Forgot Your Password link and follow the self-reset your password steps.

Will I be protected by the Financial Services Compensation Scheme (FSCS)?

No, as Blackthorn is not a banking, but a payment service provider, your money won’t be protected by the Financial Services Compensation Scheme (FSCS). Instead, your money will be protected through a process known as “safeguarding”. Please refer to our terms and conditions.

What is a payment account?

It is a Traditional Blackthorn payment account offered for all clients used for the execution of payment transactions.

What is a payment account?

It is a Traditional Blackthorn payment account offered for all clients used for the execution of payment transactions

How do I make a complaint?

At Blackthorn Finance we are always looking for ways to improve our Service to you, that is why we want to know if you are not happy with any part of our Service whether you are a customer, or a prospective customer.

Should you wish to raise a complaint at anytime,  we need fully understand what has gone wrong and to get the best possible resolution for you.

To make sure your complaint reaches us as soon as possible, please follow the below steps:

  • Menu > Help & Support > How do I make a complaint?

  • Send an email to: help@blackthorn.finance

  • Please email us with your account details, and as much information about the complaint that you feel you are able to give.

Once received, we will acknowledge your complaint within 3 working days, and we will look to resolve it within 15 working days or as soon as is possible

The Financial Ombudsman Service (FOS)

If you are dissatisfied with our response to your complaint, you have the right to contact the FOS, free of charge, but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

The FOS contact details are:

  • Financial Ombudsman Service
    Exchange Tower
    Harbour Exchange Square
    London
    E14 9SR

  • Tel: 0800 023 4567 or 0300 123 9123

  • Email: www.financial-ombudman.org.uk