Chrysanthou Mylona 1-3030, Panaghides Building, Episkopi, Cyprus, 350
Room 2a 14/f Chun Wo Commercial Centre, 23–29 Wing Wo Street, Central, Hong Kong
1.1. This Complaint Handling Policy governs the procedure for receiving, reviewing, and resolving client complaints of Veritas Advisory Group Limited (hereinafter referred to as the “Company”). This Policy, including all terms and provisions, has been individually developed taking into account the Company’s business activities, internal rules, and operational model. The document has been prepared with the involvement of qualified professionals (including legal and audit specialists) and reflects the actual processes applied by the Company in its interaction with website visitors and clients.
1.2. The purpose of this Policy is to ensure a transparent, consistent, and documented complaint handling process, as well as to maintain professional service standards.
1.3. The Company reviews complaints objectively, in good faith, and within reasonable timeframes.
2.1. This Policy applies to all clients of the Company.
2.2. The Policy covers complaints related to:
2.2.1. quality of services provided;
2.2.2. communication with the client;
2.2.3. timelines of service delivery;
2.2.4. actions or decisions of the Company.
2.3. This Policy does not apply to circumstances beyond the Company’s control, including actions of third parties and decisions of public authorities.
3.1. A complaint is any expression of dissatisfaction by a client regarding the Company’s services.
3.2. A complaint may relate, inter alia, to:
3.2.1. alleged errors;
3.2.2. delays;
3.2.3. quality of work;
3.2.4. insufficient communication.
4.1. A complaint must be submitted in writing and should include:
4.1.1. the client’s name and contact details;
4.1.2. a description of the issue;
4.1.3. reference to the relevant case or agreement (if applicable);
4.1.4. supporting documents (if available).
4.2. Incomplete information may result in delays in processing.
4.3. Complaints may be submitted via email at: info@veritas-advisory-group.com or through the contact form on the Website.
5.1. Each complaint is registered and assigned to a responsible person.
5.2. The review process includes:
5.2.1. analysis of documents and materials;
5.2.2. review of internal records;
5.2.3. assessment of the circumstances.
5.3. Where necessary, the Company may request additional information from the client.
5.4. Complaints are reviewed objectively and, where possible, independently.
6.1. The Company aims to provide a response within 7 business days.
6.2. In complex cases, the timeframe may be extended.
6.3. The client will be informed of any delay and the expected timeframe.
7.1. Upon completion of the review, the client will receive a written response.
7.2. The response may include:
7.2.1. the Company’s findings;
7.2.2. explanation of the position;
7.2.3. corrective measures, where applicable.
7.3. The response does not constitute an admission of liability unless expressly stated.
8.1. The client may request a reconsideration of the complaint.
8.2. Depending on the nature of the services, the client may обратиться to:
8.2.1. regulatory authorities;
8.2.2. professional associations;
8.2.3. competent consumer protection bodies.
8.3. The Company is not obliged to participate in procedures not предусмотренные договором или применимым законодательством.
9.1. All complaints are recorded and stored in accordance with internal procedures.
9.2. Information is used for:
9.2.1. internal quality control;
9.2.2. regulatory compliance;
9.2.3. service improvement.
10.1. Complaints are handled confidentially.
10.2. Access to information is restricted to authorized persons.
10.3. Information may be disclosed only where necessary or required by law.
11.1. Submission of a complaint does not suspend the provision of services, legal proceedings, or other processes.
11.2. All procedural deadlines continue to apply regardless of the complaint.
12.1. The Company does not review complaints related to:
12.1.1. actions of third parties;
12.1.2. decisions of courts or public authorities;
12.1.3. outcomes dependent on external factors.
13.1. The Company reserves the right to amend this Policy.
13.2. Amendments become effective upon publication.
14.1. Complaints and related inquiries should be sent to: info@veritas-advisory-group.com
