Complaints

What this process covers

Use this process for a concern about information, communications or enquiry handling on Avenclaro. A trade, custody decision, identity check or payment performed by another provider must also be raised with that legal entity. We can help identify the relevant route, but cannot make a binding decision on a transaction held by an independent organisation.

A complaint is an expression of dissatisfaction requiring a response, rather than a routine request for information. Tell us if an earlier enquiry remains unresolved and what outcome you would consider appropriate. You do not need technical language or a paid representative to describe the issue.

Stage 1. Submit your complaint

Email [email protected] with “Complaint” in the subject. Give your name, the email or telephone number used for the original interaction, relevant dates and a concise account of the problem. Identify the person or organisation involved where you can. If you are acting for someone else, explain your authority without sending unnecessary identity material.

Keep the original message and attachments. If the concern involves an unauthorised payment or compromised account, contact the bank or account provider immediately through its verified security channel as well. A complaint investigation should not delay urgent protective action.

Stage 2. Confirm scope and missing information

The handling team should acknowledge receipt, identify a case reference and explain whether the matter concerns this website or another provider. It may request information needed to understand the events. Acknowledgement does not mean that the complaint is accepted as proven, and should not be described as a resolution.

If the matter belongs elsewhere, ask for the exact legal entity and its complaints route. Do not assume a referral has been completed until it is confirmed. Where your information needs to be passed to another organisation, the purpose and recipient should be explained.

Stage 3. Investigate the record

A review should compare your description with relevant communications, website information and available technical records. The reviewer should distinguish confirmed facts from assumptions and identify material gaps. If further evidence is requested, the reason should be clear and the submission method appropriate to the sensitivity of the information.

You can add evidence that was unavailable initially or correct a factual mistake. Keep related information in the same case thread where possible so the sequence remains understandable. Repeatedly opening new cases can make it harder to track the complete record.

Stage 4. Provide an outcome and next steps

The response should explain the conclusion, the main reasons, any corrective action and any remaining questions. If the matter cannot be resolved internally, ask for a final written position and the applicable escalation information. A proposed remedy should be stated clearly, including any conditions and expected implementation steps.

If you disagree, specify which fact, explanation or remedy you consider inadequate. A further review can be requested where there is new evidence or a material error. You retain any legal rights available to you regardless of whether you accept an informal response.

Evidence to include and information to exclude

Useful evidence includes page URLs, dated screenshots, emails, case references and transaction references from the provider. Explain the financial impact if relevant and distinguish an actual completed loss from a projected figure. Retain unedited originals and provide redacted copies when full personal details are unnecessary.

Never send passwords, one-time authentication codes, API secrets, a wallet recovery phrase or complete card security details. Do not attach another person’s records unless you are entitled to do so. If sensitive evidence is genuinely required, ask for an appropriate secure channel first.

Timing and Irish requirements

No verified complaint-handling service-level commitment has been supplied for the website operator. Ask for an acknowledgement, an expected review date and an explanation if more time is needed. Support hours are Monday to Friday, 09:00–17:30, Europe/Dublin, excluding Irish public holidays. A market that remains open overnight does not establish round-the-clock complaint handling.

Regulated providers may have specific complaint duties depending on their activity and the rules applying to them. The relevant provider should identify those duties and any final-response deadline in its own policy. This page does not claim that one universal financial-services deadline applies to every website enquiry, crypto service and payment dispute.

Escalation outside the business

Where the respondent and complaint fall within its remit, the Financial Services and Pensions Ombudsman may offer an external route after the provider’s internal process. Eligibility depends on the actual legal entity, product and circumstances; it is not established by an Avenclaro brand reference. Ask the respondent to explain the appropriate scheme and retain its final response.

A data-protection concern may be raised with the Data Protection Commission. Suspected fraud or crime can be reported to An Garda Síochána. The Central Bank of Ireland’s registers can help identify regulated entities, but a register entry is not a decision on your individual complaint. Independent legal advice may be appropriate where the available route is uncertain.

Commitments and contact

The review should be objective, respectful, proportionate and based on evidence. Information should be shared only as necessary for the investigation or a lawful requirement. Material delays should be explained, records should remain traceable and a response should address the substance of your concern rather than simply repeat a policy heading.

Contact Client Support & Compliance at [email protected]. The recorded office address is [IE OFFICE ADDRESS] and has not yet been verified; do not post original documents there. Use the email route to establish the correct recipient and obtain a case reference.