How to make a complaint

1. Purpose

This process covers dissatisfaction about AvenQuant information, support, technology, onboarding or request handling. A matter involving a separate regulated provider may need to be referred to that entity.

2. Submit the complaint

Email [email protected] with the subject “Complaint”. State the account reference, relevant dates, people or services involved, what happened and the outcome you seek.

3. Acknowledgement and ownership

Support records the complaint, assigns an owner and acknowledges receipt, normally within two business days. The owner identifies whether immediate protective action or referral is needed.

4. Investigation

We review system records, correspondence, applicable terms and explanations from involved teams. You may be asked for additional evidence, but never provide passwords, one-time codes or full card numbers.

5. Response and timelines

We aim to issue a reasoned response within 15 business days where possible. Complex cases or third-party dependencies may take longer; if so, we explain the cause, work completed and expected next update.

6. External escalation

UK users may have access to the Financial Ombudsman Service for eligible regulated complaints. Canadian users may be able to refer an unresolved eligible matter to OBSI, while Australian users may have access to AFCA. The responsible provider's final response explains the applicable organisation and eligibility.

7. Our commitments

• Communicate in plain language and provide meaningful updates.
• Assess evidence objectively and avoid retaliation.
• Limit complaint information to people who need it.
• Correct confirmed errors and explain available remedies.
• Use complaint themes to improve controls and documentation.

8. Contact

Send complaints to [email protected]. Keep the acknowledgment and copies of supporting evidence for your records.