Complaints
Handling Policy
Exness (SC) LTD (FSA License Number SD025),
9A, CT House, 2nd Floor, Providence, Mahe, Seychelles
www.exness.com | support@exness.com

Complaints Handling Policy
Version: 23 February 2024 /06

1. Scope
1.1 EXNESS (SC) LTD (the “Company”) is required to establish, implement and maintain an
effective and transparent complaint handling policy and procedure for the prompt
handling of Clients’ complaints.
1.2 This Complaints Handling Policy (the “Policy”) sets out the process adopted by theCompany for the fair and prompt handling of queries, issues, and complaints received
from its Clients and the process that Clients need to follow in order to submit a query,issue or complaint to the Company.

2. Initial Submission
2.1 If you have any query or issue related to our Services, we strongly recommend
reaching out to our Customer Support team initially. You can contact Customer support
through our official communication channels, such as e-mail (support@exness.com),
live chat, telephone, or report an issue within your Personal Area. Depending on thespecific nature of your query or issue, if deemed necessary, the Customer Support may
refer it to the appropriate function for efficient review and resolution.
2.2 Engaging in direct communication with employees or representatives of theCompany through non-Exness official channels is not recognized as an official method
for communicating or submitting queries, issues and complaints.
2.3 We will try to resolve your query or issue immediately. If your query or issue cannot beresolved immediately, we remain committed to addressing and resolving it in a prompt
manner (usually within 3-5 business days). If additional time is required, we will issue aholding response in writing and we will indicate when we will make further contact toinform you of the investigation process and outcome.
2.4 If the Response provided at this stage doesn't meet your satisfaction, you have theoption to escalate the matter using the procedure outlined in more detail below.

EXNESS (SC) LTD (FSA License Number SD025), 9A, CT House, 2nd Floor, Providence, Mahe, Seychelles ⎹ www.exness.com ⎹ support@exness.com

Complaints Handling Policy
Version: 23 February 2024 /06

3. Escalation
3.1 Further to the above, any Client who is not satisfied with the Response received andwould like to escalate the matter further, they may complete and submit the Complaint
Form electronically (the “Form”). In order to complete and submit the Form, you mustfirst log in to your online Personal Area.
3.2 The Form must be filled out truthfully, completely and accurately. The information
required through the Form is indicative and additional information and/or clarification
and/or evidence may be requested. We may request from you to submit a new Form if
we consider that you have falsely and/or incorrectly and/or insufficiently completed theForm.
3.3 The forms will undergo review by different functions, separate from the ones that
initially dealt with your query, issue or complaint, as and where applicable. This is done
to make sure a fair evaluation of the matter.
3.4 Upon the successful submission of the Form, and within five (5) working days we will
acknowledge receipt of the Form. We will then carry out an impartial review of the matterand communicate to you the outcome of our investigation and our Response within ten(10) working days.
3.5 In the event that we are unable to respond within ten (10) working days, we will informyou of the reasons for the delay and indicate the period of time within which it is possible
to complete the investigation. In any event, we shall provide you with the outcome of ourinvestigation no later than one (1) month from the date of our acknowledgment,
depending on the complexity of the case and your cooperation.
3.8 It is strongly recommended that you consistently adhere to the processes outlined
above to facilitate a prompt review of all matters. If you wish to submit a formalcomplaint to the Company’s Compliance Department, please forward all relevant
information including case number, if and where applicable, via email toformal.complaints@exness.com. The Compliance Department will evaluate the caseand might request that you submit the Complaint Form, hence it is advisable to do soEXNESS (SC) LTD (FSA License Number SD025), 9A, CT House, 2nd Floor, Providence, Mahe, Seychelles ⎹ www.exness.com ⎹ support@exness.com

Complaints Handling Policy
Version: 23 February 2024 /06

right from the start. The timeframes outlined in sections 3.4 and 3.5 will apply. A
Response issued by the Compliance Department should be considered as ultimate anddefinitive, with no opportunity for further escalation of the matter to any function orindividual within the Company (the “Final Response”).

4. General provisions
4.1. When drafting your query, issue or complaint, it's crucial to be clear and concise.
Begin with a brief introduction of the matter in question providing specific details in anorganized paragraph. Think about the resolution you desire and, if possible, suggest asolution. Maintain a formal and professional tone, focusing on facts.
4.2 At any given time during the handling process of queries, issues and complaints wemay require you to provide us additional information and documentation (including but
not limited to your secret investor password and/or updated due diligence
documentation and/or other registration data, etc.) and your full cooperation is requiredin order to finalize our investigation. We may extend the investigation timeframe, or put
the matter on hold, or consider the matter as closed if you have failed to respondadequately and/or within a reasonable timeframe or within the timeframe we may haveindicated and/or if your profile is not fully verified as per the requests of the Company.
Depending on your response and the nature of the matter, we may resume the handlingprocess or request for you to resubmit your query or complaint.
4.3 We strongly recommend that you submit your query, issue or complaint within areasonable timeframe from the occurrence of the matter or incident. Delaying thisprocess may complicate the review, and it may necessitate additional time. Please beaware that the company will make every effort to address all matters, but it may choose
not to attend to a matter if it has become too outdated, such as exceeding a one-year
timeframe, considering also the information at hand.
4.4 A Response is a written reply from the Company that can take one of the following
forms:

EXNESS (SC) LTD (FSA License Number SD025), 9A, CT House, 2nd Floor, Providence, Mahe, Seychelles ⎹ www.exness.com ⎹ support@exness.com

Complaints Handling Policy
Version: 23 February 2024 /06(a) Acceptance of the issue or complaint and, when applicable, an offer of redress(redress may not necessarily involve financial compensation; it could be as simple as anapology).
(b) Offer of redress with or without accepting the issue or complaint, as a goodwill
gesture, in line with the Company's policy for amicable complaint resolution.
(c) Rejection of the complaint with an explanation for the decision.
4.5 Additional explanations regarding the Response can be furnished upon the Client'ssubsequent request. A case will be considered resolved, settled, or closed when theCompany has provided a written Response and/or further clarifications on the Responseto the Client.
4.6 The Company may ask for a written withdrawal of the matter in question and/orrequest that you take any other reasonable actions to expedite thereimbursement/closure process.
4.7 The Company reserves the right to consider the matter in question as closed under
the following circumstances, among others:(a) When it is determined that neither the Client nor the Company requires further action
after the Response has been issued.
(b) When the matter has been mutually resolved.
(c) When the Client fails to respond promptly and adequately to the Company's inquiries
and requests.
(d) When the Company has provided a substantive Response, and the Client has notindicated dissatisfaction with the Response or provided relevant supporting information
within a reasonable timeframe.
(e) When the Client fails to comply with the Company's verification requests or sections
4.10 and 4.11.
4.8 The submission of a query, issue or complaint is restricted to the owner of theaccount for which the matter relates to. We may accept issues brought by third parties(e.g. lawyers) acting on behalf of Client (“Authorized Representatives”), as long as theClient has authorized in writing the third party and provides this authorisation asevidence to the Company.

EXNESS (SC) LTD (FSA License Number SD025), 9A, CT House, 2nd Floor, Providence, Mahe, Seychelles ⎹ www.exness.com ⎹ support@exness.com

Complaints Handling Policy
Version: 23 February 2024 /06

4.9 The present Policy, including the procedures and timeframes included herewith, may
not be applied in circumstances where a Client and/or his Authorized Representative
has taken legal action and/or has escalated the matter to the court and/or any dispute
resolution service or similar.
4.10 If a Client engages in spamming activities such as incessant communication withemployees during an ongoing investigation or after receiving a Response, including a
Final Response, submits the electronic Form multiple times, or demonstrates hostility
towards employees, the Company retains the right to pursue any action specified in theClient Agreement such as without limitation consider this as an Event of Default that
may encompass blockage of Client’s accounts or termination of the Client Agreement.
These measures are deemed necessary to uphold a respectful and conducive
environment for all parties concerned.
4.11 We reserve the right to dismiss a query or complaint which does not comply with thepresent Policy and/or the Client did not comply with the provisions of the Client
Agreement and/or the matter is not expressed accurately and/or it comprises
obscene/rude words and/or includes offensive language, swear words, affective
appraisal of the disputable matter and/or insults or threatens Exness or its
representatives.
4.12 If the Client remains dissatisfied with the Final Response received by the Company,
they may be entitled to submit the matter in question to:(a) an independent dispute resolution organization of which the Company is a member,
if any.
(b) the Financial Services authority (FSA) in Seychelles. Please note that the FSA may notattend to any complaint, unless it is satisfied that the matter has been brought to theCompany’s attention first. Please visit the FSA’s website for further information.
4.13 It is understood that the Client’s right to take any other action, including legalproceedings, remains unaffected by the existence or use of any procedures referred toabove.
4.14 This Policy should be read in conjunction with the Client Agreement, the General
Business Terms and the Privacy Agreement as these can be found on our website.

EXNESS (SC) LTD (FSA License Number SD025), 9A, CT House, 2nd Floor, Providence, Mahe, Seychelles ⎹ www.exness.com ⎹ support@exness.com