1. What this procedure covers
This procedure covers complaints concerning website content, accessibility, privacy handling, security communications, conduct of pre-launch engagement and misuse of the Canopus name by an apparent project representative.
It is not yet a banking customer-complaints procedure because no banking service is currently offered.
2. How to complain
Email complaints@canopusbank.com with your name, contact details, the relevant date and communication, a clear description of the concern, any supporting documents and the outcome you seek.
Please avoid sending unnecessary identity documents or sensitive financial information.
3. How we intend to handle complaints
We aim to acknowledge the complaint, assign an owner, clarify the issues, review available evidence and provide a reasoned response. Complex matters, suspected fraud, privacy incidents or issues involving third parties may require more time or specialist review.
4. Personal data
Complaint data will be used to investigate, respond, maintain records, identify recurring issues and meet legal obligations. See the Privacy Notice.
5. Escalation and external rights
If you remain dissatisfied, you may request an internal review. Depending on the subject, you may also have the right to contact a competent authority, such as the Seychelles Information Commission for a personal-data matter. This procedure does not limit rights that cannot lawfully be excluded.
6. Suspected fraud or impersonation
If the complaint concerns an urgent fraud, impersonation or security issue, also notify security@canopusbank.com and consider contacting the relevant law-enforcement or financial institution through verified channels.