Last Updated: 2 July 2026
If something has gone wrong, we want to know and we want to fix it. This page explains how to complain to AIONA Ltd, what we will do, and where you can go if you are not satisfied with our answer.
Email support@aionatech.com with "Complaint" in the subject line. To help us investigate quickly, please include:
| Stage | What happens | Timescale |
|---|---|---|
| Acknowledgement | We confirm we have your complaint and who is handling it. | Within 2 business days |
| Investigation | We investigate, using the audit trail the platform keeps of every action, and reply with our findings and any remedy. | Within 10 business days |
| Escalation | If you are not satisfied, reply saying so — your complaint receives a fresh, final review at director level (the company's most senior level). | Final response within 10 further business days |
If a complaint is complex and we need longer, we will tell you why and give you a revised date rather than go quiet.
If your complaint concerns personal data (access, correction, erasure, or how we process it), we handle it under the UK GDPR one-month window described in our Privacy Policy. If you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint, or by phone on 0303 123 1113.
AIONA is bookkeeping software: figures are prepared from your records and every submission requires your explicit approval before it is sent. If you believe a submission made through AIONA is wrong, contact us immediately — the platform's immutable audit trail lets us reconstruct exactly what was submitted, when and on whose approval. Corrections to HMRC are made through HMRC's normal error-correction routes (see HMRC's guidance on correcting VAT errors). We will give you, or your accountant, the complete records and audit trail needed to prepare the correction — but preparing and making the correction remains your responsibility, or that of your appointed adviser. AIONA does not provide accountancy or tax advice; responsibility for the accuracy of filings remains with you or your accountant, as set out in our Terms of Service.
We log every complaint, its outcome, and the fix that came out of it. Complaints are reviewed when we prioritise product work — a complaint is treated as a defect report, not an inconvenience.
AIONA Ltd · Registered in England & Wales, company no. 16606520 · Registered office: 128 City Road, London, United Kingdom, EC1V 2NX