Complaints Procedure

  1. Purpose
    Auctralytix aims to handle complaints promptly, fairly and transparently. This is a voluntary customer-service procedure and is not presented as an FCA DISP complaints process.


  2. How to complain
    Email support@auctralytix.com with the subject “Complaint”. Include your account email, a description of the issue, relevant dates and the outcome you seek. Postal complaints may be sent to the geographic business address published in Auctralytix's legal/contact information.


  3. Acknowledgement
    We aim to acknowledge a complaint within 5 business days. Complex complaints may require additional information.


  4. Investigation and response
    We will review relevant account, billing, technical and communication records and aim to provide a substantive response within 20 business days where reasonably practicable. If more time is required, we will explain why and give an updated timeframe.


  5. Privacy complaints
    Data-protection complaints may also be made to the Information Commissioner's Office. Nothing in this procedure limits that statutory right.


  6. Financial Ombudsman Service
    Auctralytix is not authorised or regulated by the FCA and must not state or imply that users have Financial Ombudsman Service or Financial Services Compensation Scheme protection in relation to Auctralytix merely by using the Service. If the regulatory position changes, this statement must be re-reviewed.


  7. Records and learning
    Complaints will be logged, categorised and reviewed for recurring product, billing, compliance, accessibility and privacy issues. Material findings should feed into the compliance change-control process.