Complaints

1. Our commitment

We want every customer to have a good experience with Vonix. If something has gone wrong, please tell us. We treat every complaint seriously, investigate it fairly and use what we learn to improve our products and service. Making a complaint is free and will not affect how we treat you.

2. How to make a complaint

You can complain in any of the following ways:

• through the support section of the Vonix App;
• by email to support@getvonix.com using the email address registered to your profile;
• by post to Complaints, Vonix Financial Group Ltd, 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom.

To help us resolve your complaint quickly, please include: your name and the email address registered to your profile; a description of what happened and when; any reference numbers, amounts or screenshots; and what you would like us to do to put things right. Please do not send passwords, one-time codes, full card numbers or private keys.

3. What happens next

• Acknowledgement. We will acknowledge your complaint promptly, normally within two business days, and give you a reference number.
• Investigation. A member of our team who was not involved in the original issue will review your complaint. We may contact you for further information.
• Response. For complaints about payment services we aim to send a final response within 15 business days of receipt; in exceptional circumstances this may take up to 35 business days, and we will tell you if that applies. For all other complaints we will send a final response within eight weeks. Our final response will explain our findings, our decision and any action we will take.
• Keeping you informed. If we need more time we will tell you why and when you can expect a response.

4. Complaints about Partner products

Where your complaint concerns a regulated product provided by a Partner, for example a payment account, a transfer, a card or a currency conversion, we will log the complaint, pass the relevant details to the Partner where required and coordinate the response with them. The Partner's complaints procedure and any applicable dispute-resolution or ombudsman scheme are set out in the Partner terms you accepted when activating the product. We will tell you which Partner is responsible and how to contact them directly.

5. If you are not satisfied

If you are unhappy with our final response, or if you have not received a final response within the time limits above, you may be able to refer the matter to an independent dispute-resolution body. Which body is available depends on the Partner that provides the product and the country in which you live; our final response will set out the options that apply to you, including, where relevant, the Financial Ombudsman Service in the United Kingdom (financial-ombudsman.org.uk) or the equivalent authority in your country. Referral time limits may apply.

6. Complaints about personal data

If your complaint concerns how we handle your personal data, our Privacy Policy explains your rights and how to contact the UK Information Commissioner's Office.

7. Record keeping

We keep records of complaints and our responses for at least five years, in line with our regulatory obligations, and report complaint data where required.