Complaints Handling Policy

EPG is committed to providing excellent service to all our customers. We value feedback and take complaints seriously as they help us improve our services and processes.

This policy outlines our procedures for handling complaints fairly, efficiently, and transparently, in accordance with regulatory requirements and industry best practices.

If you have a complaint about our services, we encourage you to contact us. You can submit a complaint through any of the following channels:

Information to Include:

• Your name and contact information
• Your account number (if applicable)
• A clear description of your complaint
• Relevant dates, transaction references, or communications
• What outcome you are seeking

Step 1: Acknowledgment

We will acknowledge receipt of your complaint within 2 business days. The acknowledgment will provide you with:

• A reference number for your complaint
• The name and contact details of the person handling your complaint
• An estimated timeline for resolution

Step 2: Investigation

Your complaint will be assigned to an appropriate staff member who will:

• Review all relevant information and documentation
• Contact you if additional information is needed
• Investigate the circumstances of your complaint
• Assess whether our policies and procedures were followed

Step 3: Resolution

We aim to resolve complaints within the following timeframes:

• Standard complaints: Within 10 business days
• Complex complaints: Within 30 business days (we will keep you informed of progress)

Step 4: Response

You will receive a written response that includes:

• A summary of your complaint
• The findings of our investigation
• Our decision and the reasons for it
• Any remedial actions we will take
• Information about your right to escalate if you are not satisfied

If you are not satisfied with our response, you have the right to escalate your complaint:

Internal Escalation

You may request that your complaint be reviewed by our Compliance Officer or senior management. To request an internal review:

• Email: compliance@epmsb.com
• Reference your original complaint number
• Explain why you are dissatisfied with the initial response

External Bodies

If your complaint remains unresolved, you may contact:

All complaints are treated confidentially and will only be discussed with those directly involved in resolving the complaint. Information about complaints may be used for quality improvement purposes without identifying individuals.

We maintain records of all complaints received, including:

• The nature of the complaint
• The date received and resolved
• The outcome and any remedial actions taken
• Time taken to resolve

We regularly review complaints data to:

• Identify systemic issues or trends
• Improve our products and services
• Enhance our complaint handling process
• Train staff on customer service best practices

We are committed to making our complaints process accessible to all customers. If you require assistance or accommodations, please let us know:

• Documents in alternative formats (large print, etc.)
• Translation or interpretation services
• Assistance from a support person
• Alternative communication methods

Complaints Department

Email: complaints@epmsb.com

Compliance Officer

Email: compliance@epmsb.com