How to make a complaint

If you have a complaint, the best way is to contact us is via the in-app chat. Alternatively, you can contact the Complaints team via complaints@modeapp.com.

Once we have received your complaint we will acknowledge this via email. We will then investigate all the details of your complaint, and issue our response within a couple of days, but this can take up to 15 business days.

The e-money you hold with us (GBP-EUR) is a regulated product and falls under the jurisdiction of the Financial Ombudsman Service (FOS).  If you are not happy with our resolution you can refer your complaint to the FOS. Bitcoin is not subject to the jurisdiction of FOS.
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Mode Global Holdings PLC is a public limited company incorporated and registered under the laws of England and Wales with company number 12794676 together with its group subsidiaries, Mode Global Limited, JGOO Limited and Fibermode Limited, the Mode group. Registered office of Mode Global Holdings PLC and all Mode subsidiaries: Finsgate, 5-7 Cranwood Street, London, EC1V 9EE, United Kingdom.

This website and its contents are being supplied to you solely for your information and are intended to present only background information on Fibermode Limited, its business and the industry sector in which it operates. This website and its contents do not constitute or form part of, and should not be construed as, any offer for sale or subscription of, or solicitation or any offer to buy or subscribe for or otherwise acquire, securities or tokens in any jurisdiction, or an inducement to enter into investment activity.

Fibermode Limited does not provide advice to clients. Please seek your own legal, tax or investment advice as you deem appropriate.

Fibermode Limited has been temporarily registered under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (MLRs) as a cryptoasset business until 9 July 2021, pending the determination of our application by the UK Financial Conduct Authority (FCA).