Calyx Global’s complaints procedure

While we are a small organization, we commit to respond promptly (and at least within 30 days). We also host a portal where developers can request access to their ratings, which we provide free of charge.

We make available our online feedback submission form.

Calyx Global accepts complaints, defined as concerns of a data source used in a rating, the application of our rating framework, the representativeness of the rating or a factual error from rated parties and users of our ratings. This procedure outlines how our team addresses such complaints.

For complaints, rated parties and users of our ratings can use the form to provide the following information:

• The name, organization and contact details of the person submitting;
• The complaint;
• Any public sources of information the complaint refers to.

An automated reply will confirm the complaint has been received and provided to our team.

We will then begin a review that includes:

• Investigating the complaint and conducting supporting research, if needed;
• Identifying whether there is an error or misrepresentation in Calyx Global content;
• Formulating solutions, which may include but is not limited to placing the rating under review for a minimum 2-week period and sending written requests for additional information;
• Making a correction, if warranted, and communicating when that correction takes place.

The review will be led by personnel who were not involved in the rating concerned and we will inform the person that submitted the complaint of the outcome of the review. We aim to do this within 30 days of receiving the complaint. Where the Calyx Global team has doubts with respect to the way to address the complaint, it may seek advice from its independent expert panel members.

Records shall be kept in accordance with Calyx Global record retention requirements. Complaints and outcomes are recorded in the Oversight Function’s log, as set out in the Governance Policy.