Complaints policy.

1. Our commitment.

At Avona Ltd ("Avona"), we aim to provide the highest standard of service. However, if something goes wrong, we are committed to resolving it efficiently, fairly, and in compliance with the Financial Conduct Authority (FCA) Dispute Resolution (DISP) rules. View the FCA Handbook.

As an Agent of Finexer Ltd (Firm Reference Number: 925695), we adhere to strict regulatory standards for handling complaints regarding Account Information Services (AIS).

2. How to make a complaint.

Customers can submit a complaint via:

• Email: support@avona.co.uk (Subject: Complaint)
• In-App: Via the Support Desk
• Post: Avona Ltd, Registered office 61 Queen Square, Bristol, United Kingdom, BS1 4JZ

3. Handling process & timelines.

Stage 1: acknowledgment (24 hours).

We will acknowledge receipt of your complaint via email within 1 business day. We will provide you with a unique Complaint Reference Number and raise a ticket in our support desk.

Stage 2: investigation.

Our Complaints Officer will investigate the issue. This may involve:

• Reviewing transaction logs.
• Auditing system errors.
• Liaising with our Principal, Finexer Ltd.

Stage 3: final response (15 business days).

For complaints relating to Payment Services or Open Banking (AIS), we will provide a Final Response Letter within 15 business days of receiving the complaint.

• In exceptional circumstances, if we cannot resolve it within 15 days, we will send a holding response explaining the delay. We will never exceed 35 business days.

4. If we cannot resolve your complaint.

If you are dissatisfied with our Final Response, or if 35 business days have passed without resolution, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Address: Exchange Tower, London, E14 9SR.

You must refer your complaint to the Ombudsman within 6 months of our Final Response.

5. Reporting.

All complaints are recorded in our internal Complaints Register and reported monthly to our Principal, Finexer Ltd, for regulatory oversight.

Accessibility and additional support.

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