> For the complete documentation index, see [llms.txt](https://legal.delos-banking.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://legal.delos-banking.com/legal-agreements-and-policies/complaints-policy.md). # Complaints Policy **Delos Financial Group**\ \&#xNAN;*Covers the following entities:* * **Canada:** Delos Financial LTD, 255 5 Ave SW, Calgary, AB T2P 3G6 * **United Kingdom:** Delos Financial Limited, Formal House, 60 St. Georges Place, Cheltenham, Gloucestershire, England, GL50 3PN * **Greece:** Delos Financial ΜΟΝΟΠΡΟΣΩΠΗ A.Ε., Leof. El. Venizelou 238, Kallithea 176 75, Athens, Attica **Last Updated:** 25th June 2025\ **Effective Date:** 25th June 2025\ **Next Review:** 25th June 2026 *** ### 1. Purpose To ensure that all complaints from customers or other stakeholders are handled promptly, fairly, and consistently across all Delos Financial Group entities, and that insights gained drive continuous improvement. *** ### 2. Scope Applies to any expression of dissatisfaction—verbal or written—regarding products, services, policies, or staff conduct at any Delos Financial Group entity. *** ### 3. Definitions * **Complaint:** An expression of dissatisfaction about any aspect of Delos Financial Group’s operations. * **Complainant:** The individual or organization making the complaint. * **Complaint Handler:** The person or team assigned to address and resolve the complaint. *** ### 4. Principles 1. **Accessibility:** Complaints may be submitted via email, online form, phone, or postal mail. 2. **Fairness:** All complaints are assessed objectively and without bias. 3. **Transparency:** We communicate clearly about process steps and timeframes. 4. **Confidentiality:** Personal data and case details are protected and shared only on a need-to-know basis. 5. **Accountability:** We acknowledge mistakes, take corrective action, and apply lessons learned. *** ### 5. How to Submit a Complaint * **Email:** * **Online Form:** delos-banking.com/complaints * **Phone:** +30 698 927 4199 (Mon–Fri, 10:00–18:00 GMT+3) * **Postal Mail:**\ Delos Financial LTD\ 255 5 Ave SW\ Calgary, AB T2P 3G6\ Canada **Please include:** * Your full name and contact details * Entity or service concerned * Date and description of the issue * Account or reference number (if available) * Desired resolution *** ### 6. Complaint Handling Process 1. **Acknowledgement:** We will acknowledge receipt within **2 business days**, identifying the Complaint Handler and expected resolution timeframe. 2. **Investigation:** The Complaint Handler gathers facts—reviewing records, interviewing staff, and consulting with you as needed. 3. **Response:** A written decision is issued within **15 business days** of acknowledgment, detailing findings and any corrective measures. 4. **Escalation:** If unresolved after 15 business days, we will explain the delay, set a revised deadline (no more than an additional 15 business days), and offer a senior-level review. 5. **Closure:** Once resolved, we confirm closure in writing and invite your feedback on the process. *** ### 7. Appeals & External Referral If you remain dissatisfied after our final response, you may: * Request an internal review by a senior manager. * Escalate to an appropriate external body (e.g., financial ombudsman, data protection authority) depending on your jurisdiction and the nature of the complaint. *** ### 8. Record-Keeping & Reporting * All complaints and related documentation are logged centrally. * Senior management reviews quarterly reports on complaint volumes, categories, and outcomes. * Trend analysis informs policy, procedural, and product enhancements. *** ### 9. Data Protection All personal data processed during complaint handling are subject to our Privacy Policy and applicable data-protection laws. Records are retained securely for at least **5 years** before being reviewed for archiving or destruction. *** ### 10. Training & Review * All staff receive annual training on complaint-handling procedures and customer-service standards. * This policy is reviewed at least annually—or sooner if legal, regulatory, or operational changes demand—to ensure continued effectiveness. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://legal.delos-banking.com/legal-agreements-and-policies/complaints-policy.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.