Frequently Asked Questions (FAQ)

1. How to Open an Account with Flagstone IM

Thinking about opening an account on our platform? Here's what you need to know!

Eligibility:

• You must be a UK resident (individual, business, or charity).
• You must have a valid UK bank account.

What you’ll need:

• Proof of identity (passport or UK driving licence)
• Proof of address (utility bill or bank statement, dated within 3 months)
• For businesses: documents confirming company ownership and authorization

Steps:

1. Click “Sign Up” on our homepage and fill out your details.
2. Upload requested documents for verification.
3. Our team reviews your documents and may contact you for more information.
4. Once approved, you’ll be notified by email and can log in to start depositing!

Tip: Check our Acceptable Documents List if you’re unsure which files to upload.

---

2. Why Has My Account Verification Been Delayed?

We're sorry your onboarding is taking longer than expected! Here are common reasons for delay:

• Missing or expired documents
• Unclear scans/photos of your documents
• Address on your document does not match application address
• Additional information required for regulatory compliance (we’ll email you if so)

What can I do?

• Double-check your email (including spam/junk) for requests from our team
• Re-upload clearer images or contact us at [e-mail] with your full name and application reference

---

3. How to Deposit or Withdraw Funds

Depositing funds:

1. Log in to your Flagstone IM account.
2. Select “Add Funds” and follow the bank transfer instructions displayed.
3. Funds typically appear in your account within 1–2 business days.

Note: We only accept transfers from your linked UK bank account.

Withdrawing funds:

1. Go to the “Withdraw” section in your online dashboard.
2. Enter the amount to withdraw and confirm.
3. Withdrawals back to your linked account usually complete within 1–3 business days.

Need help? Contact support.

---

4. How to Reset Your Password or Recover Your Account

Forgot your password?

1. Go to the login page and click “Forgot Password?”
2. Follow the prompt to enter your registered email.
3. Check your inbox (and spam folder!) for a reset link.
4. Set your new password and log in.

Still having trouble? Contact us with your full name and phone number for further assistance.

---

5. Understanding Our Interest Rate Offers

Why do interest rates vary on the platform?

• Flagstone IM partners with multiple UK banks and building societies.
• Rates change regularly — you always see the latest offers in your dashboard.
• Each account has specific terms (minimum deposit, notice periods, early exit rules).
• You can easily compare rates and products, then move money between accounts as needed.

See the product comparison tool in your dashboard for current rates.

---

6. How to Obtain Tax or Interest Statements

• Log in and go to “Statements & Tax Documents.”
• Select the tax year or account of interest.
• Click “Download PDF” to save your statements.
• If you require a physical copy, please request one via [e-mail].

---

7. How We Protect Your Money

• All deposits are held in accounts with FCA-authorized banks/building societies.
• Flagstone IM never lends out or invests your funds.
• Eligible deposits are protected up to £85,000 per banking institution through the Financial Services Compensation Scheme (FSCS).
• Dual authentication, robust encryption, and regular security checks keep your account safe.

---

8. How to Lodge a Complaint

“We’re committed to resolving your concerns. If something’s not right, here’s what to do:”

• Email [e-mail] with details.
• We acknowledge all complaints within 1 business day.
• Our team aims to resolve most issues within 3–5 business days.
• If more investigation is needed, we’ll keep you updated every step.
• If you’re unhappy with our response, you may escalate to the Financial Ombudsman Service.