This page explains how to complain to Ava Payments, what you can expect from us when you do, and how complaints about products provided by our regulated partner providers are handled. Making a complaint is free, and it will not affect the service or the quotes we provide to you.
We want every business we work with to have a good experience with Ava Payments. If something has gone wrong, or you are unhappy with the service you have received, we would like the chance to put it right. We take all complaints seriously, we deal with them fairly and promptly, we treat what you tell us in confidence, and we use what we learn to improve how we work.
You can raise a complaint by email at complaints@avapayments.co.uk. To help us look into things quickly, please include:
We will acknowledge your complaint within 3 business days of receiving it, and let you know who is dealing with it. We will then look into it carefully, review the details you have given us, and gather any further information we need. Our aim is to give you a full response as quickly as we can, and in any event within 8 weeks of receiving your complaint. If for any reason we need longer, we will explain why, tell you when you can expect to hear from us, and keep you updated on our progress in the meantime.
When we respond, we will explain what we found, what we have decided, and, where something has gone wrong, what we will do to put it right. If we do not uphold your complaint, we will explain the reasons clearly so that you understand how we reached our decision.
Ava Payments is an independent introducer and does not itself provide card acquiring, terminals, business accounts or funding. Where your complaint relates to a product provided by one of our regulated partner providers, we will help direct it to the relevant provider and confirm to you that we have done so. That provider is responsible for the regulated product and will handle your complaint under its own complaints procedure. Depending on your circumstances, you may also have the right to refer the matter to the Financial Ombudsman Service, an independent scheme that settles disputes about certain financial products. The partner provider will tell you if and when that right applies, and how to use it. Even where a product is provided by a partner, we will stay in touch to make sure your complaint has been picked up and is being dealt with.
If your complaint is about how we have handled your personal information, please contact us first so that we can look into it. You also have the right to complain to the Information Commissioner's Office (ICO), the UK regulator for data protection, at ico.org.uk. More detail is set out in our Privacy Policy.
If you have received our final response and you are still not satisfied, please let us know why. We will review the matter again with a fresh pair of eyes, consider any new information you give us, and explain any further options that may be open to you. This includes, where relevant, referring a product complaint to the appropriate regulated provider or ombudsman scheme as described above. Your feedback also helps us understand where we can do better, so nothing you raise is wasted, even where we are not able to give you the outcome you were hoping for.
Last updated: August 2026.