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Complaints Process


You have a right to make a complaint regarding a Gordian Holdings Limited product or service. We seek to resolve any concerns or complaints fairly and promptly. Our complaints procedure includes that complaints will be recorded, investigated and resolved. Should you wish to make a complaint in relation to your business with Gordian Holdings Limited you can contact us at the details below:
 
1. By mail:
Complaints
Gordian Holdings Limited,
4, Evagorou Street,
2121 Nicosia,
 Cyprus
 
2. By Email:

Our Complaints Handling Process

 
1. On submitting a complaint

Once you submit your complaint, you will receive from us a written acknowledgement of your complaint to confirm that we are working on it, within ten (10) working days.

2. Investigating a complaint

It is our policy to investigate complaints fully in order to endeavour to find ways of resolving the issue and propose these to you as soon as possible. We are aware that certain complaints may take more time to investigate and resolve. In such a case we will keep you updated on when you should expect a final response.

3. Resolving a complaint 

Once a complaint has been investigated, we will respond to you with the final outcome of our investigation in writing, within three (3) months from the receipt of your complaint. We use the information from customer complaints to identify ways to improve our service.

4. If you are not satisfied

If you are an individual or legal entity or charitable organization or trust or you meet any of the definitions of ‘consumer’ as described in the related legislation, you have the right to contact the Ombudsman with regard to your complaint. If you are not satisfied with how we handled your complaint, or if three (3) months have passed since the date that we acknowledged your complaint and you have not received a response, you have the right to submit your complaint to the Financial Ombudsman within four months.

The contact details of the Financial Ombudsman are set out below:

ADDRESS: 13, Lord Byron Avenue, 1096 NICOSIA.
POSTAL ADDRESS: P.O. Box 25735, 1311 NICOSIA.
TELEPHONE: 22848900 (central number)
FAX: 22660584, 22660118

If you do not fulfil the aforementioned criteria, or you wish to use an alternative channel of arbitration, you may approach any other approved ADR Body, depending on the nature of your claim. Details about approved ADR Bodies is available on the following link: