We manage complaints fairly, objectively, independently and timeously, using feedback to strengthen service excellence and continuously improve the client experience.
Customer satisfaction is an integral part of Elysian’s client centred philosophy and culture, and we value every customer who engages with our services. We recognise that complaints form an essential part of a healthy, transparent and accountable compliance ecosystem.
As an authorised compliance practice, Elysian is committed to managing all complaints fairly, objectively, independently and timeously. We view complaints not as disruptions, but as valuable insights that help us strengthen our service excellence, enhance our operating model and continuously improve the client experience.
If you would like to raise a complaint about any aspect of our compliance, governance, risk management, privacy or related professional services, our team is here to support you. We are committed to addressing your concerns fairly and efficiently.
To help us investigate and resolve your complaint as quickly as possible, please include the following information:
You may lodge a complaint through any of the following methods:
Email: info@elysiancrm.com using the complaints form available on our website under “Log a Complaint”.
Online: Submit your complaint directly through our secure online portal on our website.
You’ll receive confirmation via your preferred communication channel that we’ve received your complaint, along with:
Your complaint will be reviewed by the Complaints Officer who will assess each complaint’s severity, complexity and regulatory impact. The complaint will then be assigned to the most suitable person.
The Elysian team will gather all necessary information to understand the issue, which may include reviewing records and consulting with relevant teams to determine the root cause of the issue.
The Elysian team will communicate the outcome of the investigation clearly and explain the resolution steps we’ve taken.
The Elysian team will check that you’re satisfied with the outcome and complete any agreed actions before closing the matter.
If your complaint has not been resolved within 30 working days of being formally lodged with Elysian or if you are dissatisfied with our final response, you may escalate the matter to the Office of the Ombud for Financial Services Providers (FAIS Ombud).
The FAIS Ombud is an independent statutory body established in terms of the Financial Advisory and Intermediary Services Act 37 of 2002. Its mandate is to consider and dispose of complaints in a procedurally fair, informal, economical and expeditious manner.
Kindly note that the complaint must be referred to the FAIS Ombud within six (6) months of receiving Elysian’s final response.
All complaint information will be handled with appropriate confidentiality. Personal information will be protected in accordance with POPIA requirements. Information will only be shared within Elysian on a need-to-know basis for complaint resolution purposes.