Frequently Asked Questions
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It is an additional payment account that Blackthorn Finance offers only for financial institutions clients to collect funds specifically related to their customers out of the company's payment account*.
This account will be held in your name including the words “CTB account” and the funds placed there shall be used to collect funds from your clients and/or Liquidity Providers to execute future payment transactions within a period of time defined in accordance with our T&Cs.
This account IS NOT a safeguard account offered by banks to segregate client money from operational funds and to block access to this money by third parties, keeping the funds safeguarded. It is just an additional facility that Blackthorn offers for you.
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: firstname.lastname@example.org
- Please email us with your account details, and as much information about he 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
Harbour Exchange Square
- Tel: 0800 023 4567 or 0300 123 9123
- Email: www.financial-ombudman.org.uk