Complaints policy

Effective Date: 05.10.2025
Last Updated: 05.10.2025

1. Purpose

Regalynx Ltd. (“Regalynx”) is committed to delivering high-quality professional services and maintaining transparent, respectful relationships with all clients and stakeholders.
This policy outlines how Regalynx receives, manages, and resolves complaints in a fair, timely, and confidential manner.

 

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, from a client or third party regarding the services, conduct, or communication of Regalynx or its representatives.

 

3. How to Submit a Complaint

Complaints can be submitted in writing to:
📧 complaints@regalynx.com
or by mail to:
Regalynx Ltd.
1338 Wellington St. W, Ottawa, ON K1Y 3B7, Canada

To help us address your concern effectively, please include:

1.Your full name and contact information
2.A clear description of the issue or event
3.Relevant dates, documents, or correspondence
4.The outcome you are seeking

 

4. Acknowledgment and Review Process

5.Acknowledgment: All written complaints will be acknowledged within five (5) business days of receipt.
6.Investigation: The complaint will be reviewed by a compliance or management representative not directly involved in the matter.
7.Response: Regalynx aims to provide a written response or resolution within thirty (30) calendar days. If additional time is needed, the complainant will be informed of the reason and expected timeline.

 

5. Escalation

If you are not satisfied with the outcome, you may request that your complaint be reviewed by a senior compliance officer or director within Regalynx.
For matters relating to data protection or privacy, you may also contact the Office of the Privacy Commissioner of Canada or your local data protection authority.

 

6. Record Keeping

All complaints and related correspondence are logged and securely stored for a minimum of two (2) years to ensure accountability and continuous improvement.

 

7. Confidentiality

All complaints are handled with discretion. Personal data and details related to a complaint will be processed in accordance with our Privacy Policy.

 

8. Continuous Improvement

Regalynx regularly reviews feedback and complaint data to enhance service quality, staff training, and internal procedures.