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.

    Document preparation and professional support

    Document preparation support. This document has been prepared with legal and compliance consultancy support from Admiral Strategic Consulting Ltd, a company registered in England and Wales under company number 16088287, registered office: 95 Hounslow Road, Hanworth, Feltham, England, TW13 6QA. Specialist legal matters may be referred to independent qualified solicitors and other professional advisers through the relevant professional network where appropriate. This attribution does not constitute FCA authorisation, regulatory approval or certification by a solicitor.

    Key legal and regulatory references

    The following references inform this draft. They are not an exhaustive statement of law and should be checked again immediately before launch.

    • Consumer Rights Act 2015, including statutory requirements concerning digital content and services and fairness of consumer terms.

    • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including pre-contract information and cancellation rights for distance contracts.

    • Digital Markets, Competition and Consumers Act 2024, Part 4, Chapter 1 (unfair commercial practices).

    • Electronic Commerce (EC Directive) Regulations 2002, regulation 6 (service-provider information requirements).

    • Future subscription-contract rules under the Digital Markets, Competition and Consumers Act 2024 are expected to come into force in Spring 2027; implementation should be re-reviewed before that date.

    • UK GDPR, including Articles 5, 6, 12-22, 28, 32 and 33-34, as amended and supplemented by applicable UK data-protection legislation.

    • Data Protection Act 2018.

    • Privacy and Electronic Communications (EC Directive) Regulations 2003 (PECR), as amended.

    • ICO guidance on the right to be informed, privacy notices, cookies and similar technologies, direct marketing, processors and individual rights.

    • Financial Services and Markets Act 2000, section 21 (restriction on unauthorised financial promotions).

    • Financial Services and Markets Act 2000 (Regulated Activities) Order 2001, article 53 (advising on investments).

    • FCA PERG 2.7, PERG 8.2-8.4, PERG 8.22, PERG 8.24 and PERG 8.26 (perimeter, financial promotions, internet communications and advising on investments).

    • FCA FG23/3 and FCA cryptoasset financial-promotion materials, insofar as any communication could amount to a promotion of qualifying cryptoassets.

    Version control

    Effective date: 12 August 2026. This document supersedes earlier Auctralytix versions of the same subject.