Read our terms to understand how Avona protects your data and ensures a secure, transparent service.
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. https://handbook.fca.org.uk/home
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 LINK
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.
Document: 6.0 Version: 1.2
Last Updated: 18 Feb 2026
This accessibility statement applies to the Avona web application, available at avona.app.
This application is run by Avona Ltd. We want as many people as possible to be able to use this software to manage their Making Tax Digital (MTD) compliance. For example, that means you should be able to:
Change colours, contrast levels, and fonts using browser or device settings.
Zoom in up to 300% without the text spilling off the screen.
Navigate most of the application using just a keyboard.
Navigate most of the application using speech recognition software.
Listen to most of the application using a screen reader (including the most recent versions of JAWS, NVDA, and VoiceOver).
We’ve also made the application text as simple as possible to understand, removing unnecessary accounting jargon wherever we can.
How accessible this application is
We are committed to making our software accessible to everyone. Because Avona is a newly developed platform, it has been built from the ground up with modern accessibility standards in mind.
However, we know some parts of our application may not be fully accessible yet:
Some older PDF documents or generated reports may not be fully accessible to screen reader software.
Some complex data tables or graphs may be difficult to navigate using just a keyboard.
Feedback and contact information
If you need information on this application in a different format (like accessible PDF, large print, easy read, or audio recording), please contact us:
Email: support@avona.app
Address: 61 Queen Square, Bristol, United Kingdom, BS1 4JZ
We will consider your request and get back to you within 5 working days.
Reporting accessibility problems with this application
We are always looking to improve the accessibility of this application. If you find any problems not listed on this page or think we are not meeting accessibility requirements, please contact our support team at support@avona.app with the subject line "Accessibility Feedback".
Enforcement procedure
The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the https://www.equalityadvisoryservice.com/
Technical information about this application’s accessibility
Avona Ltd is committed to making its application accessible, in accordance with the Equality Act 2010.
Compliance status
This application is designed to be fully compliant with the Web Content Accessibility Guidelines version 2.1 AA standard.
Preparation of this accessibility statement
This application was last tested internally during its beta phase. The test was carried out by the Avona development team using standard accessibility evaluation tools and manual keyboard/screen-reader testing.