CFSL Integrated Report 2025

RISK MANAGEMENT

100

Corporate Governance

Statutory Disclosures

Financial

Reputational Risk

Risk of damage from negative publicity, regulatory actions, customer dissatisfaction, litigation or unethical behaviour.

Risk Response/Mitigation Measures

Media and Social Media Monitoring: Continuous monitoring of traditional and digital media channels to detect and respond to emerging reputational threats. Dedicated Communications Team to address misinformation, manage public concerns, and coordinate crisis communication. Complaint Management: Robust processes ensure timely and effective resolution of customer complaints to maintain trust and satisfaction.

Due Diligence and Ethical Screening: Comprehensive due diligence on clients and third parties to prevent associations that could harm the Group’s reputation. System and Service Monitoring: Ongoing oversight of service delivery and partner performance to uphold quality and reliability standards. Crisis Management Framework: A well-defined governance structure and response plan are in place to manage reputational incidents and ensure business continuity.