Complaints Policy

Last updated: {LAST_UPDATED}

How to complain

Email complaints@averrapay.com with: your name, company, what happened, when, and what outcome you're seeking. We acknowledge within 1 business day.

How we handle it

  1. Acknowledge — within 1 business day, with a reference number and the name of your handler.
  2. Investigate — we review records, talk to anyone involved, gather facts. We may ask you for more detail.
  3. Respond — within 15 business days (and no later than 35 in exceptional cases, as permitted by applicable regulation).
  4. Final response — what we found, what we'll do (if anything), and your right to escalate.

Escalation

If you're not satisfied with our final response, you may escalate to the relevant regulator or ombudsman in your jurisdiction. UK customers may refer the matter to the Financial Ombudsman Service. Specific routes will be cited in our final response.

Records

We retain complaints records for at least 5 years and report aggregate metrics to our supervisory authorities as required.