Freetrade customer service response time?

winkowinko

So I opened a Freetrade account last week with the intention of moving my s&s ISA and SIPP over from ii, to receive the 1% cashback.

Before committing, I wanted to ask them a few questions, so I emailed them last Thursday, and then messaged them on the chat on Monday. Yet to receive a response from either.

Are they notoriously slow at replying? I am on the free plan, but I notice that their paid plan gets you a quicker response time.

AltruisticPie1544

They are slow. I contacted them about a deposit issue both through email and chat on the 28th Jan, and didn't hear anything back until 2nd Feb. I'm also on the free plan.

PropertyGuru_Wannabe

My S&S ISA in-specie transfer was completed in 14 days so that was fast in my case. With no fees as well I think this platform is great and suits my needs entirely!

winkowinko

So they have replied today at least. Did take them 6 days mind.

I'm new to Freetrade, and can't actually see my account numbers for my GIA, ISA or SIPP, I can only see my Freetrade user ID. Are they hidden elsewhere in the app?

Ok, so account numbers are only visible via your statement. As I haven't added to my ISA or SIPP yet, this would explain why I don't have any statements for them yet, and in turn, no way of seeing those account numbers yet.

RacingDriver

Freetrade replied to my email last week within 6 minutes which I was impressed with - however the email was to downgrade from Plus to Free so maybe next time I'll get a slower response…

Account numbers only on statements I found a bit strange at first, expecting it to be visible in the online account somewhere, but customer service can provide account numbers prior to first statement being available if needed

Gambler

Yes I too find them very slow. I opened a GIA account to get a free share (which I never received) and also tried to transfer my account from ii but they don't accept CVRs.

I was going to open a SIPP with them but I won't be doing that now.

PropertyGuru_Wannabe

I got my free shares within 2 days. You have to open the account via the referral link otherwise it won’t work unlike T212 previously. They are not bad, if you go with free platform then it does take about 3 days to withdraw your funds but at least their S+S ISA is flexible like T212. My bonus is showing as well so hopefully get 1% cashback on 5th December 2026.

where_are_we

Freetrade replied to my query about confirmation of 1% cashback offer within minutes -

"Yes, the ticks you see for joining the campaign and transferring more than £10,000 are the confirmation you can expect at this stage.

To qualify for the 1% cashback, you need to:

• Join the relevant campaign in your Rewards Hub ✓ (you've done this)

• Contribute at least £10,000 net to your ISA by 5 April 2026 ✓ (you've done this)

• Keep your account open and avoid withdrawals that would reduce your net funding below £10,000 before we award the cashback

We'll pay your 1% cashback by 5 December 2026 to your General Investment Account. Any withdrawals or transfers out before then will reduce your cashback amount accordingly."

So all good so far. Cashback will not be paid into ISA but into your GIA account which I will empty immediately. Will there be any tax implications?

wmb194

https://forums.moneysavingexpert.com/discussion/comment/81885424#Comment_81885424

No, it’s one off cashback so tax free. You only need worry about continuing cashback and to declare refer a friend offers but this can be covered by the £1,000 0% “trading allowance.”