Complaints portal
Quality is the promise of the network. If you are not satisfied with an advisor, let us know — confidentially, on record and with your own reference number.
- Free of charge
- Confidential
- With reference number
Process
How we handle your complaint
- 01
Receipt
You immediately receive a reference number. Your complaint is transmitted encrypted and stored securely.
- 02
Review
We review the matter objectively and confidentially — regardless of which advisor is concerned.
- 03
Statement
Only with your consent do we ask the advisor for a statement.
- 04
Outcome
You receive a personal response. Breaches of the admission criteria lead to requirements or removal from the network.
Questions & answers
Good to know
Does a complaint cost anything?
No. The complaints portal is free of charge.
Will my complaint remain confidential?
Yes. Your complaint is handled internally. We only pass it on to the advisor concerned if you have expressly agreed to this.
What can KalerOne do?
We review every complaint, obtain a statement — with your consent — and get back to you. If an advisor breaches the network's admission criteria, we may ask them to remedy the issue or remove their profile.
Can KalerOne decide on fees or breaches of duty?
No. KalerOne is neither a court nor a supervisory authority. Binding decisions are made by the professional chambers, arbitration and ombudsman bodies or the courts — the most important bodies are listed on this page.