Complaints Policy
Delos Financial Group 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
Accessibility: Complaints may be submitted via email, online form, phone, or postal mail.
Fairness: All complaints are assessed objectively and without bias.
Transparency: We communicate clearly about process steps and timeframes.
Confidentiality: Personal data and case details are protected and shared only on a need-to-know basis.
Accountability: We acknowledge mistakes, take corrective action, and apply lessons learned.
5. How to Submit a Complaint
Email: [email protected]
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
Acknowledgement: We will acknowledge receipt within 2 business days, identifying the Complaint Handler and expected resolution timeframe.
Investigation: The Complaint Handler gathers facts—reviewing records, interviewing staff, and consulting with you as needed.
Response: A written decision is issued within 15 business days of acknowledgment, detailing findings and any corrective measures.
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.
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.
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