The Client may submit a complaint about Silverbird, any payments, payment products, services or actions directly to Silverbird by:Phone+44 203 318 2746
from 9am to 3pm Monday to FridayE-mail[email protected]Onlinesilverbird.com/contact-usMailing address
Level39, One Canada Square, Canary Wharf, London, E14 5AB.
For the most up to date contact details and forms visit www.silverbird.com
Any disputes between Silverbird and the Client shall be solved immediately by means of negotiations after the dispute arises. If the dispute cannot be settled, a claim shall be sent to the other party in accordance with the Section Communication between Silverbird and the Client. The claim shall specify the circumstances behind the claim and refer to the legal act or document on the basis of which the claim is submitted. If the document which provides the basis for the claim is not freely available to the other party, and the law does not provide otherwise, the party who submits the claims shall add the document or a copy of the document to the claim.
Silverbird will acknowledge all complaints within 24 hours of it being raised (by email).
Silverbird shall review the complaint and notify the Client within 15 business days of the possible resolution of the complaint. In general, written complaints from the Client will be given a written or electronic response, unless an oral response is made to a written complaint from the Client and there is reason to believe that the Client does not express consent to receive a written response.
If it is not possible to resolve the complaint in this timeframe, we will provide the customer with a date when to expect a response, with a reason why. In any case this will be no later than 35 business days from the date when the complaint was received.
Client may choose to complain about Silverbird, its products, services or actions to the Financial Services Ombudsman here
by:Phone+44 300 123 9 123
or +44 800 023 4567
from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.E-mail[email protected]Onlinehelp.financial-ombudsman.org.uk/help
Once the Client has received Silverbird’s final response, the client has six months to approach the Financial Ombudsman Service and six years to make a complaint.