Complaints procedure
Aurora Finspire wants to hear when something has gone wrong. This page explains how to complain, what we will do, how long each stage takes and where you can turn if you are still unhappy. Raising a complaint never affects how we treat your account.
Our commitment
A complaint is any expression of dissatisfaction about our service, our staff, a payment, a fee or how we handled your information. We treat every complaint seriously, whether it arrives by email or is raised on a call with your manager, and whether it is large or small. The aim of the process is simple: to understand what happened, to put things right where we got it wrong and to learn from it.
Where to send it
Write to [email protected] and put Complaint in the subject line. The Client Support & Compliance team handles every case.
Office hours: Monday to Friday, 9:00 to 17:30 UK time (excluding bank holidays).
How the process works
Four stages, from the moment you contact us to a final answer.
- 1
Submit your complaint
Email us with the facts, what you would like us to do and any evidence. You do not need special wording or a form.
- 2
We acknowledge it
You receive a written acknowledgement with a reference number and the name of the person who owns your case.
- 3
We investigate
Someone who was not involved in the original matter reviews records, logs and conversations, and may ask you questions.
- 4
You get a final response
We explain what we found, whether we uphold the complaint and what we will do, with reasons in plain English.
What we need from you
- Your full name and the email address registered on the account
- A clear description of what went wrong and when it happened
- Amounts, payment methods, dates and any reference numbers involved
- Screenshots or messages that support your account of events
- What outcome you are hoping for
Never include your password, authenticator codes, full card numbers or API secrets in a complaint. We will not need them and will never ask for them.
Timescales
| Stage | What to expect |
|---|---|
| Acknowledgement | Within 2 working days of receipt |
| Update on progress | If we need longer, we write to you with the reason and a new date |
| Final response | Normally within 4 weeks, and no later than 8 weeks |
UK practice generally gives a firm up to eight weeks to issue a final response. We aim to finish well inside that and tell you straight away if a case is complex.
If you are not satisfied
If our final response does not settle the matter, you can take it further. Our final response will say whether your complaint falls within the remit of the Financial Ombudsman Service. Many cryptoasset activities are currently outside it, so the position depends on the service your complaint concerns.
For complaints about how your personal data was handled, you can contact the Information Commissioner's Office. You also remain free to seek independent legal advice or to use the courts at any time.
Our promises
- Transparency. We tell you what we are doing and why a case is taking time.
- Confidentiality. Your complaint is seen only by people who need it to resolve it.
- Objectivity. The reviewer was not involved in the original matter.
- Communication. One named contact, no repeating yourself.
- No detriment. Complaining does not change how we treat your account.
Contact: [email protected]. Postal address: 42 Bishopsgate, London EC2N 4AH, United Kingdom.
Complaints we can resolve quickly
Many issues are fixed in a single conversation: a payment that appears stuck, a setting that did not save, a charge you did not expect. If your manager or the support desk can put it right straight away, they will, and if you would still like it recorded as a complaint you only have to say so.
Records and learning
Every complaint is logged with its outcome. Each quarter the compliance team reviews the log for patterns, such as a confusing screen or a recurring payment delay, and the findings feed into changes to the platform and to staff training.