Applicability

The Company recognizes its responsibility to address all Client Complaints promptly, clearly, transparently, and constructively, ensuring a fair and effective process for Clients' Complaints handling process.

This Policy applies exclusively to Complaints from Clients regarding the provision of the Company's licensed products and services. The following instances are not deemed Complaints, and this Policy does not apply to them:

• Complaints about the Company's activities that are not governed by specific laws or are outside the Supervisory Authority’s oversight (i.e., unrelated to licensed services);

• Complaints related to activities for which the Company holds no responsibility.

In case the Company is not responsible for the performance of the activity as indicated above, the Company shall reply to the Client by indicating reasons for a refusal to accept and examine the Complaint, as well as, if possible, specifying the responsible person or institution for dealing with such Complaint.