Complaints

Last reviewed 24 October 2026 · Published and in effect from 6 November 2026

If something has gone wrong with Axora, tell us. This page explains how to complain, how complaints are handled and where else you can go.

1. Who should contact us

Clients and their authorised users, about the platform, our service or how we treated them.
End users of a product built on Axora should first contact that product's provider, which handles complaints about its service. If you write to us, we pass your complaint to the provider and tell you.
Anyone else affected by how we operate, for example about personal data or this website.

2. First: is it urgent?

For a security incident, a suspected unauthorised access or a platform outage affecting live payments, contact support@axorastack.com and your usual support channel immediately. You do not need to make a complaint first.

3. How to complain

Email complaints@axorastack.com and say that you are making a complaint. Include:

your name, company and role;
what happened and when;
references, such as transaction or ticket numbers, and screenshots if useful;
what you would like us to do.

Never send passwords, API keys or private keys. Complaining is free.

4. How your complaint is handled

Acknowledgement. We confirm we have your complaint and tell you who is handling it.
Investigation. Someone not involved in the matter reviews what happened, with the partner concerned where needed, and may ask you for more information.
Response. We reply in writing with our findings, what we will do and the reasons.

Response times agreed in your client agreement apply. If we need more time, we tell you why and when to expect a reply.

5. Complaints about a regulated service

A complaint about a regulated service, such as an account, a payment or custody, may be handled by or passed to the licensed partner providing it, under its own complaints procedure. We tell you if this happens and who will reply. That partner's terms explain any further rights, including referral to a regulator or ombudsman where available.

6. If you are not satisfied

If you are not satisfied with our response, ask for it to be reviewed by a senior manager, who was not involved, by replying to our response. Complaints about personal data can also go to the data-protection authority where you live or work.

7. Records

We keep a record of each complaint and its outcome, and use complaints to improve the platform and our service.