Minerva Complaints Handling Policy

Our commitment to transparency, fairness and continuous improvement

Our Approach

Minerva is committed to providing a high‑quality, responsive and transparent service. If at any time you feel we have not met your expectations, we want to hear from you. Your feedback, positive or negative, is invaluable in helping us refine our processes, enhance our service delivery, and ensure that our work consistently meets the standards you expect.

We take every complaint seriously and handle all concerns promptly, fairly, and respectfully, keeping you informed at each stage, in keeping with expectations of financial services regulators.

Our process also ensures that any concerns relating to information handling or data security are assessed thoroughly and, when appropriate, integrated into our internal incident‑response procedures, consistent with industry expectations for safeguarding client information.

If you would like to raise a concern or lodge a complaint, you may reach us through:
EmailPhone
Whichever method you choose, your complaint will be logged immediately and assigned a unique reference number to ensure clear tracking and accountability.

What Happens Next

Acknowledgement

We will send you a written acknowledgement promptly, confirming that we’ve received your message and outlining the next steps.

Review & Investigation

Your complaint will be handled by a trained member of our team who was not involved in the issue you’ve raised. The investigation may involve:
  • Reviewing relevant documentation or materials
  • Consulting internal specialists
  • Assessing whether any process improvements are needed
  • Escalating information‑handling concerns as appropriate 

Regular Updates

We will keep you informed of our progress throughout. If we need further information or clarification, we’ll contact you directly. 

Final Response

Once our investigation is complete, we will provide a clear, written response summarising:
  • Our understanding of your complaint
  • What we have found
  • Any steps we are taking to address the issue
  • Any improvements we are implementing as a result
We aim to resolve most complaints within eight weeks, which is widely recognised as a fair and reasonable timeframe for thoughtful and thorough review.If additional time is required due to the complexity of the issue, we will update you and explain why.

Our Commitment to Improvement

As part of our continuous‑improvement culture, we analyse trends, identify root causes, and take steps to enhance our internal processes, training, and quality controls. This helps ensure that we not only address your individual concern, but also strengthen our overall service for all clients.

Confidentiality and Data Protection

All complaints are handled in confidence. If your complaint involves information security or data concerns, we follow established incident‑response procedures designed to assess, manage and mitigate risks, including any necessary notification steps.

Recordkeeping and Oversight

We keep a full record of each complaint, including the investigation steps taken and decisions reached, so that we can monitor service quality and continuously refine our processes. Senior management reviews complaint insights regularly to ensure strong governance and accountability.

Thank You for Helping Us Improve

We appreciate the time and effort it takes to share your feedback. Your input plays a vital role in helping us maintain high standards of professionalism, transparency, and service quality.If you have any questions about our Complaints Handling Policy or would like guidance on submitting a complaint, please contact us, we’re here to help.