External Complaints Policy & Procedures

1. Policy Definition

Capital Intelligence (Cyprus) Ltd (“CI”) aims to provide consistently high levels of service to all clients and stakeholders. You can expect that in dealing with CI that:

• You will be treated with respect and courtesy;
• Your enquiry will be dealt with promptly and efficiently;
• We will adhere to our Code of Business Conduct and Code of Ethics;
• Should you be dissatisfied with the service you experience, this will be addressed in order to maintain our commitment to all clients and stakeholders.

2. Complaints Procedure

We recognise that clients and stakeholders may be dissatisfied with the service that they have experienced. Your feedback and comments are important to us and we will always try to resolve any issues. If you wish to make a complaint the following procedures will be followed:

• All complaints should be made in writing and addressed to Capital Intelligence (Cyprus) Limited, Oasis Complex, Block E, Gladstone Street, P.O. Box 53585, CY 3303, Limassol, Cyprus.
• We will acknowledge your complaint within 5 working days. At this stage we may ask you for additional information in order to investigate the complaint.
• We will respond in writing to your complaint within 30 working days.

3. Record Keeping

The complaint and the outcome of the complaint will be recorded in the Complaints Received Record. All documentation relating to the complaint will be filed in the Complaints file and will be retained for a minimum of 5 years in line with CI’s Document Retention Policy.