Update: Stage 2 refunds are starting

We’re delighted to announce that Stage 2 of the refund process has now been approved for low and medium risk Individual customers. Customers in this group will now start receiving their refunds.
However, we’re still waiting for approval before we can begin issuing refunds for our other customers, including Corporate customers.

What’s happening?
The Financial Conduct Authority (FCA) has provided it’s consent for the next group of refunds to start.

We’ve been working really hard to make sure our platform is safe and secure. We have taken significant steps to protect our customers, which is why this next step has been agreed.

We’re ready to move on to the next stage of the refund process. This is another really big step forward! More individual customers who are classed as low or medium risk can now access their funds, irrespective of the balance in their accounts.

We want to thank you for your continued patience throughout this process. We’re getting closer to opening for business as usual, and we can’t wait to serve you again.

What do I need to do?
If you are in this category, you’ll get an email from us about your refund.
To access your funds, you will need to follow the process explained in the email. Please read the email very carefully. It will contain details of everything you need to do to access your funds.

You’ll be asked to provide us with some information, and we won’t be able to process your refund without it. This helps to protect all of our customers.
Please provide this information as soon as you can. The sooner you respond and provide all the information, the faster you will be able to access your funds and start using your account again.

We’re processing these refunds as quickly as we can, please bear with us.

I’m a corporate customer, why do I still have to wait?
We are awaiting consent to commence processing these refunds. We’ll let you know the timeframe for corporate refunds as soon as we find out.

We're continuing to process everyone as fast as we are able to do so, how fast and effective you are in providing the requested information once requested will help us speed up the process. We have teams in place ready and willing to support you, available to help with any questions or explanations. Even when you’ve got your refund, please do provide all the information, as that will be needed to enable you to use your account when we open for business as usual.

Update: Stage 2 refunds are starting
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