This page states Azari Holdings’ public policy position. Applicable law, contracts, regulatory requirements and more specific subsidiary procedures may impose additional or stricter requirements.
Where to complain
A complaint about a product, service, transaction or employee of an operating company should normally be sent to that company through its published route because it holds the relevant records and responsibility.
A complaint specifically about Azari Holdings may be sent to hello@azariholdings.com with enough detail to identify the subject.
What to include
A useful complaint identifies the person or organisation involved, relevant dates, the decision or event being challenged, any reference information and the outcome you are seeking.
Do not send passwords, payment credentials or unrelated sensitive personal information.
Triage and acknowledgement
The receiving team should identify whether the matter belongs to Holdings, another Azari company, a regulated complaints process, a security incident or a speak-up investigation. Routing is important because different matters can have different confidentiality and legal requirements.
Where practical, the complainant should be told if the matter has been redirected or if another formal route must be used.
Review
A complaint should be reviewed by someone with enough independence and authority for the issue. The reviewer may request further information and should consider the relevant records, policies, contracts and applicable obligations.
Complex matters may require legal, technical or specialist involvement.
Outcome
The response should address the substance of the complaint, explain the decision as far as reasonably possible and identify any corrective action or next step that can be disclosed.
Confidential personnel, security or legal information may limit the detail that can be shared.
External rights
This procedure does not remove any right to complain to a regulator, ombudsman, court, law-enforcement body or other authority where such a route applies.
A contract or regulated product may also prescribe a specific complaints process that takes priority for that relationship.