Complaints Handling Policy

Introduction

This Complaints Handling Policy (the "Policy") establishes Client's Complaints handling procedure of Cambix S s.r.o. (the "Company") including rules for filing, registering, examining, and providing answers to Complaints submitted to the Company by its Clients.

The Complaints handling procedures specified under this Policy shall be understood as procedures conducted on the basis of Complaints filed by the Company's existing and (or) potential clients claiming violations of their rights and (or) legitimate interests in the Company's activities and (or) provision of services.

This Policy and its annexes shall be approved by the CEO. The Policy must undergo an annual review by the Senior Management, who will submit any proposed amendments to the CEO. All modifications to the Policy must be documented in writing and will only become effective once they receive formal approval from the Management Board.

This Policy applies to all bodies and employees of the Company, who organize or are involved in the Complaints handling procedure, or whose work is otherwise related to the implementation of the complaints handling function (including any outsourced service providers).

The definitions used in this Policy shall be interpreted in accordance with definitions provided for in this Policy, applicable legislation, as well as in accordance with definitions provided in the guidelines of the authorities and relevant international standards. In case of contradictions, definitions provided in this Policy must prevail.