Complaints Procedure
Last updated: June 2026
Uraeun is committed to providing a good service. If something has gone wrong, we want to know about it and put it right as quickly as possible.
How to Make a Complaint
Step 1 — Contact Us Directly
Email
[email protected] with details of your complaint. Please include your name, the nature of the issue, and any relevant dates or reference numbers. We aim to acknowledge all complaints within 2 working days.
Step 2 — Investigation
We will investigate your complaint and provide a full written response within 10 working days. If more time is needed, we will keep you informed of progress.
Step 3 — Resolution
We will aim to resolve your complaint fairly. Where a service failure has occurred, we will explain what happened and where appropriate offer a remedy, refund, or correction.
What We Can Help With
- Issues with the Household Financial Manager software or licence.
- Issues with the Splash Watersport platform.
- Concerns about professional services provided by Uraeun.
- Data or privacy concerns (see also our Privacy Policy).
What We Cannot Help With
- Complaints about third-party payment processors (Stripe) — please contact Stripe directly.
- Complaints about financial decisions made using the Household Financial Manager — the software is an organisational tool only and does not constitute financial advice.
Further Escalation
If you are not satisfied with our response, you may contact:
Contact
[email protected]