Complaints & Resolution Policy
Effective Date: 3 July 2026
This Complaints & Resolution Policy explains how Strategin Consulting Group Limited ("SCG", "we", "our" or "us") receives, investigates and resolves complaints relating to our strategic consulting services, website and business operations. SCG is committed to handling complaints fairly, objectively, confidentially and without unnecessary delay. We view complaints as an opportunity to improve our services, governance and partner oversight. This Policy should be read together with our Privacy & Data Protection Policy, Terms of Use and Investment & Regulatory Disclaimer.
1. Scope
This Policy applies to complaints concerning:
strategic consulting services provided in-house
business communications
customer service
website content and functionality
downloadable publications and educational resources
technical issues
partner introductions
staff conduct
administrative processes
privacy concerns, where applicable
2. Matters Outside this Policy
This Policy does not apply to complaints concerning services provided by independent third-party organisations, including but not limited to:
investment advice
financial advice
legal advice
tax advice
insurance advice
portfolio management
investment management
fiduciary services
brokerage services
regulated product recommendations
investment performance
contractual disputes with third-party providers
These matters remain the responsibility of the relevant organisation under its own complaints procedures, regulatory obligations and engagement terms.
3. Complaints Concerning Independent Providers
Following an introduction by SCG, any professional relationship is established directly between you and the relevant provider. Where your complaint relates to an independent provider, SCG will explain the appropriate complaints process and, where reasonably possible, assist in identifying the correct contact details or complaints procedure. While SCG does not investigate or determine complaints relating to services provided by independent organisations, concerns raised about members of our partner network may form part of our ongoing governance and due diligence processes.
4. Submitting a Complaint
All complaints must be submitted by email to:
Complaints will only be regarded as received once acknowledged by SCG. This requirement helps ensure complaints are properly recorded, receipted and assigned for investigation. Complaints sent to other email addresses, social media platforms, messaging services or third parties may not be monitored for formal complaints and should not be relied upon for notification.
5. Information Required
To assist us in investigating your complaint, please include:
your full name
contact details
reference number, where applicable
date of the incident
a clear description of the matter
supporting documents or correspondence
the outcome or resolution sought, where relevant under our Terms of Use
SCG may request additional information where necessary.
6. Anonymous Complaints
To ensure complaints can be investigated fairly and efficiently, SCG requires complainants to identify themselves and provide sufficient information to allow the matter to be assessed. Anonymous complaints will generally not be investigated unless SCG considers there to be exceptional circumstances.
7. Complaint Handling Process
Upon receipt of a complaint, SCG will:
Step 1 – Acknowledgement
Acknowledge receipt within 2 working days.
Step 2 – Initial Assessment
Conduct an initial review within 5 working days to determine:
the nature of the complaint
whether additional information is required
whether the matter falls within SCG's responsibility
whether the matter should be referred to an independent provider
Step 3 – Investigation
Where appropriate, SCG may:
review relevant records
examine correspondence
interview relevant personnel
obtain additional information
consult internal specialists
communicate with relevant third-party organisations where appropriate
The scope of any investigation will depend upon the nature and complexity of the complaint.
Step 4 – Resolution
SCG aims to provide a substantive written response within 21 working days of receiving all information reasonably required to investigate the complaint. Where additional time is necessary, we will advise accordingly.
8. Internal Escalation
Where a complaint cannot be resolved at the initial stage, it may be escalated through the following internal process:
Support Staff
Support Manager
Compliance Officer or Relevant Department Head
Director
Each stage will review the findings of the previous stage before determining whether further investigation or corrective action is appropriate.
9. Possible Outcomes
Where SCG determines that a complaint is justified, appropriate outcomes may include:
clarification or explanation
correction of information
replacement of documentation
administrative correction
corrective action
review of internal procedures
additional staff training
reassignment of responsibility
formal apology where appropriate
other reasonable remedial measures proportionate to the circumstances
The nature of any resolution will depend upon the facts of the individual matter.
10. Partner Governance
Complaints concerning members of SCG's partner network are incorporated into our internal governance, due diligence and Know Your Financial Intermediary (KYFI) processes. Where appropriate, SCG may:
conduct further enquiries
request additional information from the relevant organisation
undertake enhanced due diligence
review the ongoing suitability of the relationship
Repeated or serious concerns may result in enhanced monitoring, suspension or termination of a partner relationship. Any decision regarding the continuation of a partner relationship is made exclusively in accordance with SCG's internal governance procedures, committee resolutions and risk assessment framework.
11. Frivolous or Abusive Complaints
SCG reserves the right to decline or discontinue the investigation of complaints that are:
abusive
threatening
vexatious
repetitive without new information
intentionally misleading
clearly without reasonable foundation
Nothing in this section limits SCG's obligation to investigate legitimate complaints fairly.
12. Record Keeping and Confidentiality
SCG maintains appropriate records of complaints and their resolution. Complaint information will be handled confidentially and disclosed only where reasonably necessary to investigate the matter, comply with legal obligations or protect SCG's legitimate interests. Complaint records may also contribute to internal quality assurance, governance reviews and continuous service improvement.
13. External Remedies
Where a complaint concerns an independent third-party provider, the relevant provider's complaints procedure, regulatory framework or dispute resolution process will apply. Nothing in this Policy limits any legal rights or remedies available under applicable law.
14. Governing Law
This Policy is governed by the laws of the Republic of Seychelles.
15. Contact
Complaints, Legal and Privacy
General Enquiries
Telephone
+248 4373 733
Strategin Consulting Group Limited
IBC No. 247501
Office F2-2A, Oceanic House
Providence Estate, Mahé
Republic of Seychelles
© 2025 Strategin Consulting Group Limited \\ IBC No. 247501 \\ Office F2-2A, Oceanic House, Providence Estate, Mahé, Seychelles \\ +248 4373 733 \\ info@thinkstrategin.com
Strategin Consulting Group Limited (SCG) is an independent strategic consulting firm. The International Business Company (IBC) is not a licensed financial services provider and does not undertake investment management, financial advisory, fiduciary, custodial or other regulated financial activities. Where appropriate, Strategin Consulting Group facilitates introductions to independent third-party firms that are duly authorised and regulated within their respective jurisdictions. Any regulated services are provided exclusively by those external firms in accordance with their own regulatory obligations, engagement terms and supervisory frameworks. The Company may receive referral fees in connection with certain introductions. Such arrangements do not affect the independence of its strategic advisory perspective or the selection of appropriate specialist providers. All information presented on this website and in communication issued by SCG is provided solely for general informational and educational purposes, is non-solicitational in nature and does not constitute an offer, invitation, recommendation or solicitation to engage in any investment, financial, legal, tax or other regulated activity. It does not constitute financial, investment, legal, tax or strategic advice and should not be relied upon as such. Any engagement with Strategin Consulting Group is subject to formal agreement and applicable terms & conditions. Each matter is assessed individually in light of the specific circumstances of the relevant client or venture.