What to include
- Your full name and the email address on your account
- What happened, with dates, amounts and any reference numbers
- Screenshots or statements that show the problem
- What you would like us to do to put it right
Complaints procedure
We want to hear when something has gone wrong, because that is how we put it right. This page explains how Aureo Flowdex handles complaints, what we need from you, how quickly you can expect a reply and where to turn if you are still unhappy afterwards.
Our commitment
A complaint is any expression of dissatisfaction with our service, whether it is about a payment, a delay, a member of staff or the way the platform behaved. You do not need to use a particular form of words, and making a complaint will never affect how we treat your account.
Every complaint is logged, looked at by someone who was not involved in the original problem, and answered in writing. We use what we learn to improve the platform and our training.
How the process works
Four stages, each with a clear owner.
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Tell us
Email [email protected] with "Complaint" in the subject line, or tell your personal manager and ask them to log it. You can also write to our office at the address on the Contact page.
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We acknowledge it
You receive a reference number and the name of the person handling your case, normally on the same working day and no later than the next one.
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We investigate
We gather the facts, review account records and any messages, and speak to the people involved. If we need more from you, we ask once and clearly.
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We reply in writing
Our final response explains what we found, whether we upheld the complaint and what we will do to resolve it, including any redress that is due.
What not to send
- Your password or any one-time code
- Full card numbers or card security codes
- Exchange API secrets or recovery phrases
- Documents that belong to someone else
Timescales
We work to the time limits below. If we cannot meet one, we write to you before it passes and explain why.
| Stage | What you can expect |
|---|---|
| Acknowledgement | Same working day, and by the next working day at the latest |
| Straightforward complaints | A final response within 5 working days, where the facts are clear |
| Most other complaints | A final response within 4 weeks of receipt |
| Complex cases | A progress update by week 4 and a final response within 8 weeks, which is the longest time we should need |
These periods follow the timescales that UK consumer complaints rules generally expect. Weekends and bank holidays are not counted as working days.
Independent review. If you are not satisfied with our final response, or have not had one after 8 weeks, you may be able to take the complaint to an independent body at no cost to you.
If you are still unhappy
The independent route depends on the kind of service involved. The Financial Ombudsman Service can look at complaints about some regulated financial services, but it does not cover every activity connected with cryptoassets, so we will tell you in our final response whether it can help with yours.
Complaints about how we have handled your personal data can be raised with the Information Commissioner's Office. You also keep the right to take legal advice or to go to court. In either case, please keep our final response and your reference number.
What we promise you
Transparency
We tell you what we are doing and why, including when the answer is not the one you hoped for.
Confidentiality
Your complaint is seen only by those who need it to resolve it, and is handled under our Privacy Policy.
Objectivity
Your case is reviewed by someone independent of the original issue, who looks at the evidence fairly.
Plain communication
You will get replies in everyday language with a named contact, not a form letter.
Fair redress
Where we got something wrong, we correct it and compensate for any direct loss we caused.
Where to send your complaint
Email [email protected], marked "Complaint". The Client Support and Compliance team reads this inbox every day, and replies during monday to friday, 9:00 to 17:30 uk time (excluding bank holidays).