Settlement of Complaints

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Daniel Conway and Geoff Rowley of FRP Advisory Trading Limited were appointed the Joint Special Administrators (“JSAs”) of Silverbird Global Limited (“the Company” or “Silverbird”) on 13 March 2024.
Only limited information is available at this early stage of the Special Administration. Our initial actions will be to secure the assets of the Company, including securing all customer safeguarded funds. Whilst every effort will be made to return funds to customers as soon as possible, it will firstly be necessary for the JSAs to secure control of all relevant information, reconcile balances and ensure that the necessary due diligence and know your customer information is present, current and correct. Unfortunately, customers will not have access to their funds while this work is being undertaken.We will update this website with any updates on progress along with detailed Frequently Asked Questions (“FAQs”). Should you have any queries please consult this website in the first instance. Please continue to submit any enquiries you may have to the Silverbird Customer Services team in the first instance at client@silverbird.com.The JSAs’ team can be contacted by emailing silverbird@frpadvisory.com for specific enquiries. Please note that due to a high volume of enquiries we may not be able to respond to you immediately.
‍Being Alert to Scams All customers should remain alert to the possibility of fraud. If you are cold called by someone claiming to be from Silverbird, FRP Advisory or the FCA and are suspicious about the caller’s identity, please end the call and call back using the phone number on their website. More information about this can be found on the FCA website at https://www.fca.org.uk/consumers/protect-yourself-scams. Do I need to use a third party to get my money back? If you are approached by a company offering to help you recover your money, you should proceed with caution. For the vast majority of the Company’s customers, there will be no benefit in involving a third party in making a claim. If you have any questions about the special administration process, please contact the JSAs using the contact details above. The affairs, business and property of the Company are being managed by the Joint Special Administrators. The Joint Special Administrators act as agents of the Company and contract without personal liability.Daniel Conway is authorised to act as an insolvency practitioner by the Institute of Chartered Accountants in England & Wales. Geoff Rowley is authorised to act as an insolvency practitioner by the Insolvency Practitioners Association. The Joint Special Administrators are bound by the Insolvency Code of Ethics.The Joint Special Administrators may be Data Controllers of personal data as defined by the Data Protection Act 2018. Personal data will be kept secure and processed only for matters relating to the appointment. For further information, please see our Privacy policy at https://www.frpadvisory.com/legal-and-regulatory-notices/privacy-notices/personal-information-processing/.
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The Client may submit a complaint about Silverbird, any payments, payment products, services or actions directly to Silverbird by:

Phone
+ 44 113 868 3426
from 9am to 3pm Monday to Friday

E-mail
complaints@silverbird.com

Online
silverbird.com/contact-us

Mailing address
Level39, One Canada Square, Canary Wharf, London, E14 5AB.

For the most up to date contact details and forms visit 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.

For clients working with Silverbird Global Limited:

Clients 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 (GMT) Monday to Friday, and from 9am to 1pm (GMT) on Saturdays.

E-mail
complaint.info@financial-ombudsman.org.uk

Online
help.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.

For clients working with Silverbird Europe UAB, where services are provided by Currencycloud B.V.:

Client may choose to complain about Silverbird, its products, services or actions to Kifid: Klachteninstituut Financiële Dienstverlening (The Netherlands) by:

Online or Post
Please follow procedure on www.kifid.nl/file-a-complaint/

Phone (for questions about how to complain)
+31 70 333 8 999 available on this number Monday-Friday from 9am to 5pm (CET)

Email (for questions about how to complain only)
consumenten@kifid.nl

Clients should submit their complaint to Kifid no later than one year after notifying their financial services provider of their complaint, or else within three months of their letter rejecting the complaint.

Silverbird is a collective name for Silverbird Global Limited and Silverbird Europe UAB.

Silverbird Global Limited is an electronic money institution which is authorised and regulated by the Financial Conduct Authority ("FCA") under the Electronic Money Regulations 2011 for the issuance of electronic money, and the provision of payment services (FRN: 942055). Head office of Silverbird Global Limited is at: One Canada Square, Canary Wharf, London E14 5AB.
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Silverbird Global Ltd also acts as an EMD Agent of The Currency Cloud Limited. In such cases, payment and e-money services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199);
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Silverbird Europe UAB is an appointed representative of Currencycloud B.V. Payment services are provided by Currencycloud B.V. Registered in The Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296-298, 1012 RT Amsterdam Netherlands. Currencycloud B.V. is authorised by the De Nederlandsche Bank under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: R142701).
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Clients' money is safeguarded with reputable UK and EU banks. Financial Services Compensation Scheme (FSCS) does not apply.Silverbird is a collective name for Silverbird Global Limited and Silverbird Europe UAB.