Legal
Complaints Policy
If something has gone wrong, we want to hear about it directly. This policy explains how to raise a complaint and what to expect.
Last updated: [DATE]
Awaiting legal review
This document is a template awaiting review by qualified legal counsel. Bracketed values must be completed before publication.
01How to complain
Send your complaint to [COMPLAINTS CONTACT EMAIL], or write to us at the address on our Contact page. Please include your name, business name, how to reach you, what happened, and what outcome you are seeking.
If you would prefer to speak to someone, call [COMPLAINTS TELEPHONE] and ask for the complaints contact.
02What happens next
- We acknowledge complaints within [ACKNOWLEDGEMENT PERIOD] of receipt
- A person not directly involved in the matter reviews it wherever practicable
- We may contact you for further information
- We aim to provide a substantive response within [RESPONSE PERIOD]
- If we need longer, we will tell you why and when to expect a reply
03Complaints about a processing provider
Because we are not the account provider, some complaints — about pricing applied, funds held, settlement timing, reserve decisions or account termination — must be handled by the processor, acquiring institution or gateway concerned.
Where that is the case we will tell you clearly, provide the correct escalation route, and help you present the complaint. We cannot direct a provider’s decision.
04If you remain dissatisfied
If our response does not resolve the matter, you may ask for it to be reviewed by [SENIOR CONTACT / ROLE]. Depending on your location and the nature of the complaint, you may also be able to refer it to [RELEVANT OMBUDSMAN OR REGULATOR, IF APPLICABLE].
05Records
We keep a record of complaints and their outcomes for [RETENTION PERIOD] and review them periodically to identify recurring problems.
General disclosure
Aurex Payments is a payment-services consultancy and referral organization unless otherwise stated. We are not a bank and do not independently issue merchant accounts. Processing availability, pricing, reserves, settlement schedules, approvals, and account terms are determined by the applicable processing and underwriting providers.
Other policies
Questions about any of these documents can go to the contact address published on the contact page. Aurex Payments does not provide legal advice.