# 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.