Complaints Procedure

At Clarien Bank & Investments Limited, we are committed to maintaining transparency and fairness. As part of our standard procedures, we have provided clear guidance below on how to file a complaint to ensure your concerns are addressed promptly and effectively.

 

Complaints Against Clarien Bank & Investments Limited
For the purposes of this procedure, a “complaint” refers to any expression of dissatisfaction regarding the way Clarien Bank & Investments Limited has performed its functions. Complaints may include, but are not limited to the following:

  • Operational issues
  • Contractual or commercial disputes
  • Personnel misconduct
  • Board of Directors misconduct

 

Who May Complain
Any individual directly affected by the actions of Clarien Bank & Investments Limited may file a complaint. Please note, anonymous complaints will not be accepted.

 

Criteria for Submitting a Complaint
We strongly recommend that complaints be submitted in writing. However, complaints may be made orally to any officer of Clarien Bank & Investments Limited. The following criteria must be met when filing a written complaint:

  • Complaints must include the complainant’s name.
  • Complaints must include the complainant’s contact details.
    In exceptional circumstances, a complaint that does not meet all criteria may be processed at the sole discretion of Clarien Bank & Investments Limited.
    Complainants remain responsible for their statements.

 

Responsibilities of the Complainant

  • Raising the complaint promptly.
  • Providing supporting documentation where applicable, such as evidence of the issue and related communications.

 

How to File a Complaint

Complaints can be submitted via one of the following methods:

  • Orally: to any officer of Clarien Bank & Investments Limited
  • Email: Send your complaint to The Complaints Officer. Complaints@clarienbank.com
  • Mail: Address your written complaint to: The Complaints Officer Clarien Bank & Investments Limited 171 Elgin Avenue, The Pavilion, Cricket Square, PO Box 31120, Grand Cayman, KY1-1205
  • In-person: Hand-deliver your complaint to our office at: The Complaints Officer, Clarien Bank & Investments Limited 171 Elgin Avenue, The Pavilion, Cricket Square, George Town, Cayman Islands.

 

Complaints Handling Process
Once a complaint has been submitted, Clarien Bank & Investments Limited will acknowledge receipt within twenty four (24) hours and provide a full response within seven (7) business days. If the matter requires extensive investigation, this will lengthen the response time but we will communicate this with you and explain the reason the additional time is needed.

Clarien Bank & Investments Limited seeks to resolve all complaints received efficiently and within a reasonable timeframe. We encourage all clients to raise issues as soon as they become aware of them as delays may result in difficulties with resolution.