Examination of Complaints

Throughout the Complaint handling process, all Company employees shall maintain confidentiality and adhere to the principles of fairness, reasonableness, objectivity, and impartiality.

Complaints shall be managed by a suitably qualified Responsible Person, who is assigned to handle the specific Complaint and was not previously involved in the matter being complained about, in accordance with the timelines set forth in this Policy.

To investigate the Complaint, the Responsible Person shall have the following authority:

• gather and assess all necessary documents and information;

• review historical data related to the Client;

• communicate with the Client to request additional information, if needed;

• consult other Company employees or seek assistance from other departments within the Company, as necessary.

The Responsible Person shall adequately document the Complaint investigation process to demonstrate the extent and details of the investigation, if required.

If a Complaint is found to involve other areas or departments of the Company, the assigned Responsible Person shall retain full responsibility for the Complaint. They must collaborate with the relevant departments to prepare a response.

If, during the investigation, it is determined that additional explanations or documentation are required from the Client, the Company shall request these from the Client in writing, specifying a deadline for submission. During this period, the response timeline set forth in this Policy will be suspended until the requested information is received. Should the Client fail to provide the required information within the specified timeframe, the Company will proceed to respond to the Complaint based on the information available, following the timeline established in the relevant section of this Policy.