Effective Date: 6 October 2026
1. Our Commitment
Elaris Corporate Services (“Elaris”) aims to deliver consistent, high-quality service to every client. Where we fall short of that standard, we want to hear about it. We treat every complaint as an opportunity to learn and improve.
This procedure applies to complaints from clients and former clients regarding the services provided by Elaris. It does not apply to disputes about fees that are governed by a specific engagement letter, though we will always seek to resolve fee-related concerns through dialogue.
2. What Constitutes a Complaint
A complaint is any expression of dissatisfaction — whether in writing or verbally — about Elaris or any member of our team, relating to the services we have provided or our conduct in providing them. This includes dissatisfaction with:
- The quality, accuracy, or timeliness of work delivered
- Communication or responsiveness
- The conduct or professionalism of any Elaris staff member
- Billing or invoicing practices
- Handling of confidential information
- Any other aspect of our service or business relationship
3. How to Submit a Complaint
Complaints should be submitted in writing to allow us to maintain an accurate record and ensure appropriate follow-up. Please submit your complaint by email to:
Complaints Officer
Elaris Corporate Services
complaints@elariscorporate.com
To help us investigate your complaint efficiently, please include:
- Your full name and company name (where applicable)
- A clear description of your complaint and the events leading to it
- The date(s) on which the issue occurred or was first identified
- The outcome you are seeking
- Any relevant documentation or correspondence
You may also raise a complaint verbally with your primary contact at Elaris, who will ensure it is recorded and escalated appropriately. However, we recommend following up in writing to ensure your complaint is formally logged.
4. Acknowledgement
We will acknowledge receipt of your complaint in writing within three (3) business days of receiving it. Our acknowledgement will:
- Confirm that your complaint has been received and logged
- Provide the name and contact details of the person handling your complaint
- Outline the steps we will take and the expected timeframe for our response
5. Investigation
Your complaint will be investigated by a senior member of the Elaris team who was not directly involved in the matter giving rise to the complaint. For complaints of a serious nature, the matter will be escalated to the firm’s Complaints Officer or a member of senior management.
The investigation may involve:
- Reviewing all relevant files, correspondence, and records
- Speaking with the team members involved
- Requesting additional information or clarification from you
- Consulting with independent advisers where appropriate
We will keep you reasonably informed of the progress of the investigation and will contact you if we need additional information or if there is likely to be a delay.
6. Resolution Timeframes
We aim to resolve all complaints as quickly as possible. Our target timeframes are:
- Straightforward complaints: Full response within ten (10) business days of acknowledgement
- Complex complaints: Full response within twenty-eight (28) calendar days of acknowledgement
- Exceptionally complex matters: Where a complaint cannot be resolved within twenty-eight days, we will write to you to explain the reason for the delay and provide an updated expected resolution date, in any case no later than eight (8) weeks from receipt of the original complaint
7. Our Response
Our written response to your complaint will:
- Summarise the complaint as we understand it
- Describe the investigation we carried out
- Set out our findings and conclusions
- Where the complaint is upheld in whole or in part, explain the remedial steps we will take
- Where the complaint is not upheld, explain our reasons clearly
- Inform you of your right to escalate the complaint if you are not satisfied with our response
We will not simply dismiss complaints or respond with generic statements. Our aim is to engage substantively with the issues raised.
8. Remedies
Where we find that a complaint is justified, we will take appropriate steps to put things right. Depending on the nature and severity of the issue, remedies may include:
- A formal apology
- Correction or re-performance of the relevant work
- A reduction in or waiver of fees
- Reimbursement of out-of-pocket costs directly caused by our error
- Changes to our internal processes to prevent recurrence
Any financial remedy offered will be proportionate to the loss or inconvenience suffered and does not constitute an admission of legal liability unless expressly stated.
9. Escalation
If you are not satisfied with our response, or if we have been unable to resolve your complaint within eight (8) weeks, you may:
- Request that the matter be reviewed by a more senior member of Elaris management by writing to management@elariscorporate.com
- Seek independent legal advice regarding your options
- Refer the complaint to the relevant regulatory authority or professional body in the jurisdiction(s) in which we are licensed or regulated, where applicable
- Pursue resolution through mediation or arbitration as provided for in our Terms of Service
10. Confidentiality
All complaints are handled in strict confidence. Information relating to your complaint will be disclosed only to those within Elaris who need to know in order to investigate and resolve it, and to any external advisers engaged to assist in the process. We will not disclose the existence or content of a complaint to any third party except as required by law or as necessary to defend legal proceedings.
11. Record Keeping
We maintain a confidential register of all complaints received, including the outcome of each case. This register is reviewed periodically by senior management and the Complaints Officer to identify recurring issues, training needs, and opportunities to improve our services. Complaint records are retained for a minimum of six (6) years.
12. Continuous Improvement
We view our complaints procedure as an integral part of our quality management. Patterns and themes identified through the complaints process inform our internal training, our procedures, and our approach to client service. We are committed to learning from complaints and to making meaningful improvements as a result.
13. Contact
For all complaints and related enquiries:
Complaints Officer
Elaris Corporate Services
complaints@elariscorporate.com