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

How do I contact Blackthorn?

You can contact our Support Team via our Intercom Live Chat or email at help@blackthorn.finance.

Our Support Team is available during business hours, Monday to Friday 9:00 am to 5:30 pm UK time.

We suggest contacting us from the platform you signed up with since if you signed up/logged in via the App you can only access through the App, same for Web portal.

Using the Mobile App:

Once you are logged in, click on Support in the top right corner, the chat will open and you can start a conversation with our Support Team.

Using the Web Portal:

Go to https://client.blackthornfs.com/sign-in, you will see the chat icon in the right bottom corner of the page, click on it and the chat will open and you can start a conversation with our Support Team.

Is my money safe with Blackthorn?

We take the security of our customers' money extremely seriously. 

Although your money is not protected by the Financial Services Compensation Scheme (FSCS), we will use reasonable care and skill in providing the Services to you.

Your money is held in secure safeguarded bank accounts.

Safeguarding segregates your funds from our own by placing your funds in a separate account. This protects your funds and ensures your funds can only be used to complete the payment as instructed or, should that be impossible, the funds are returned to the original payer.

Is Blackthorn Finance Limited a bank?

Blackthorn is not a bank and the relationship of Blackthorn with you is not that of a bank or trustee. 

Your payments do not carry the benefit of any interest and our services do not have the benefit of any government-backed insurance, guarantee or compensation scheme (for example, no compensation is available from the Financial Services Compensation Scheme if we are unable to meet our liabilities).

Blackthorn Finance Limited is registered as an Authorised Payment Institution and 

is authorised by the Financial Conduct Authority (FRN 927408) under the Payment Services Regulations 2017 for the provision of payment services.

We are also registered with Her Majesties Revenue and Customs (HMRC). Click here to view the record on the FCA website. 

We also partner with Swipe International Ltd for the provision by them to you of an electronic money wallet 

Your security and fraud awareness

Our Approach to Security

When it comes to your financial information, your security is our top priority, therefore, when you access your account, it is important that we know it’s you. Here is how we do that:

Log in details – when you join Blackthorn you set up log in details unique to you. This will be your email address and password. We strongly recommend that you should not share them with anyone else.

Strong Customer Authentication (SCA) – The introduction of SCA legislation by the EU in 2019 in increasing security further. This means setting up two independent sources of validation to use when you access your account.

Providing Information – at Blackthorn, we will never ask you for your password. We will also never ask you to share your screen or download a third-party app. We will always send you an email or push notification first if we are trying to contact you.

Please be aware of scams and ‘phishing’ emails. If you are unsure, please send a screenshot of the email to us at help@blackthorn.finance first before responding.

How to Report a Fraud

If you notice something suspicious and believe it could be fraudulent, we recommend that you get in touch with us as soon as possible.

Reporting Fraud: help@blackthorn.finance

Suspicious Emails: help@blackthorn.finance

How to Protect Yourself from Fraud

Help to keep yourself safe from fraudsters by following the tips below. Remember, if you’re ever unsure, don’t act. A genuine company will never rush you to take action.

Always make sure your mobile telephone number and email address registered with us is up to date, we will use these to contact you if we notice unusual activity on your account.

Some tips for using your account safely

When accessing your Blackthorn account online:

  • Use an antivirus software and firewall

  • Make sure you keep your computer and browser up to date

  • Use secure networks

  • Use strong passwords

  • Don’t share any passwords including one-time passwords sent to you

When using a mobile application:

  • Only install apps from recognised app stores

  • Consider the app ratings and reviews

  • Be aware of what permissions you are granting

  • Treat your phone as your wallet

Remember, if you decide to donate, resell or recycle an old mobile phone, computer, laptop or tablet, make sure you fully remove all data and apps first as otherwise these may be accessed by whoever your device is passed to.

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 any time, we need fully understand what has gone wrong and get the best possible resolution for you.

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

steps:

  • Send an email to: help@blackthorn.finance

  • Please email us with your account details and as much information as possible

Once received, we will:

  • Acknowledge your complaint within 3 working days

  • Investigate your case and any concerns diligently and fairly

  • If necessary, we will ask for more information to aid our investigation

  • We will consider all relevant factors and inform you of our final response, explaining our decision and the remedial actions we have taken, if any.

We will look to resolve it within 15 working days or sooner if possible.

Please note that, in some cases, we may take up to 35 business days to provide a final response.

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 will only 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

Which devices are compatible to use my Blackthorn account on?

Blackthorn mobile Apps are compatible with iOS 10 and above, and Android 5 and above.

The web portal requires a modern browser, such as Microsoft Edge, Chrome or Firefox.

What is a Multi-Currency account?

The Multi-Currency account is available for both Individual and Corporate Accounts.  

Unlike a Sterling/GBP account, which only supports GPB payments/transfers, with a Multi-Currency account you can send and receive different currencies within the same account (using the Multi-Currency IBAN).
Please note: Only one account per currency can be created.

Individual Account

The Multi-Currency account for Individuals holds 11 currencies:

CAD

NOK

CHF

PLN

CZK

RON

DKK

SEK

EUR

USD

HUF

Individual accounts are currently linked to the platform you are signing up with, this means that if you signed up/logged in via the App you can only access through the App, same for Web portal.  

Corporate Account

The Multi-Currency account for Corporates holds 25 currencies:

AED

DKK

HUF

NZD

SEK

AUD

EUR

ILS

PLN

SGD

CAD

GBP

JPY

RON

TRY

CHF

HKD

MXN

RUB

USD

CZK

HRK

NOK

SAR

ZAR

We offer the following payment types: BACS, Faster Payments, SWIFT and SEPA, CHAPS.

Using the Mobile App:

The Mobile App currently only supports GBP/Sterling account, however we will add soon a Multi-currency account, which will let you send and receive funds in multiple currencies.

What currencies are available on Blackthorn Finance?

Individual Accounts

Here the list of the 12 currencies that you can exchange, send and receive on your Individual Account:

CAD

HUF

CHF

NOK

CZK

PLN

DKK

RON

EUR

SEK

GBP

USD

Individual accounts are currently linked to the platform you are signing up with, this means that if you signed up/logged in via the App you can only access through the App, same for Web portal.  

Corporate Accounts

Here the list of the 25 currencies that you can exchange, send and receive on your Corporate Account:

AED

DKK

HUF

NZD

SEK

AUD

EUR

ILS

PLN

SGD

CAD

GBP

JPY

RON

TRY

CHF

HKD

MXN

RUB

USD

CZK

HRK

NOK

SAR

ZAR

Using the Mobile App:

The Mobile App currently only supports GBP/Sterling account, however we will add soon a Multi-currency account, which will let you send and receive funds in multiple currencies.

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

As Blackthorn is not a bank, 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 services do Blackthorn offer?

Blackthorn offers Individual and Corporate Accounts, with real-time FX.

Visit our website for more information: https://blackthorn.finance/company/ .

Blackthorn Finance Ltd is an authorised payment institution and regulated by the Financial Conduct Authority (FRN 927408) under the Payment Services Regulations 2017 (PSRs). Blackthorn Finance Ltd is registered in England and Wales under number 10024682. Blackthorn Pay Inc. is registered in Canada under the number BC1334854 and regulated by MSB under the number M22784529. Blackthorn Finance Ltd is a partner of Swipe International Ltd. Swipe International Ltd is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (FRN 931540). 

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