Complaints Policy

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  3. Complaints Policy

Client Complaints

At Centralis Group, we are committed to maintaining the highest standards of service excellence and client satisfaction.

We believe in transparency and the importance of fostering an environment where our clients feel confident and supported in raising concerns about our services.

Each complaint represents an opportunity to improve our services and strengthen client relationships. We handle all complaints efficiently, fairly, and transparently while ensuring full compliance with regulatory requirements.

Our Complaint Handling Policy

We have established a comprehensive Client Complaint Policy that outlines the procedures for reporting and resolving complaints. We encourage all our clients to familiarize themselves with this policy and use it as a guide when raising concerns.

Centralis Group Complaints Policy

Our key commitments include:

  • Resolving complaints within one month of receipt
  • Maintaining clear communication throughout the process
  • Preventing recurring issues through root cause analysis
  • Protecting client interests and rights
  • Ensuring consistent handling across all jurisdictions

How to Submit a Complaint

If you wish to raise a complaint, please contact your Client Service Manager

When submitting a complaint, please include:

  • Your full name and contact details
  • Account or client reference number
  • Detailed description of your concern
  • Relevant supporting documentation
  • Any prior correspondence related to the matter

What Happens Next

Once we receive your complaint:

  • You will receive an acknowledgement within 10 working days
  • We will investigate your concern thoroughly and keep you informed of progress
  • You will receive a final response within one month, or we will explain any delay and provide a revised timeline
  • All complaints are logged and monitored to ensure consistent handling and continuous improvement

Alternative Dispute Resolution

If you remain dissatisfied with our response, you have the right to refer your complaint to the local financial regulator.

At Centralis Group, we are committed to maintaining the highest standards of ethical conduct and corporate responsibility.