Stratos FintechSTRATOSFintech

Support

Grievance Redressal

How to file a complaint, how quickly we acknowledge it, and where it escalates. Published because institutional counterparties ask — not because we hide behind a form.

01

Submit your complaint

Email support@stratosfin.io with subject "Complaint". Include name, contact details, description, and reference numbers.

02

48-hour acknowledgement

We acknowledge within 48 business hours and provide a reference number for tracking.

03

Investigation & resolution

Standard aim 7–10 business days; complex matters up to 30 calendar days with status updates.

04

Escalation if required

If unsatisfied after internal redressal, escalate in writing to the international desk. Partner-bank complaint routes apply once live acquiring is authorised.

How to submit

  • Email: support@stratosfin.io
  • Correspondence: support@stratosfin.io
  • Europe desk: +33 7 59 99 71 72

Escalation

Escalate in writing to support@stratosfin.io. This desk is not a licensed payment institution; partner-bank complaint routes apply once live acquiring is authorised.

Confidentiality

All complaints are handled with strict confidentiality in accordance with our Privacy Policy.