Exness (VG) Ltd (Financial Services Commission License Number SIBA/L/20/1133),
Trinity Chambers, PO Box 4301, Road Town, Tortola, British Virgin Islands
Website: www.exness.com, email: support@exness.com

Complaints Handling Policy

Exness (VG) Ltd (Financial Services Commission License Number SIBA/L/20/1133),
Trinity Chambers, PO Box 4301, Road Town, Tortola, British Virgin Islands
Website: www.exness.com, email: support@exness.com

COMPLAINTS HANDLING POLICY
1. Scope
1.1 Exness (VG) Ltd (the “Company”) is required to establish, implement and maintain aneffective and transparent complaint handling policy and procedure for the prompt handling ofClients’ 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 orcomplaint to the Company.
2. Initial Submission
2.1 If you have any query or issue related to our Services, we strongly recommend reachingout to our Customer Support team initially. You can contact Customer support through ourofficial communication channels, such as e-mail (support@exness.com), live chat, telephone,or report an issue within your Personal Area. Depending on the specific nature of your queryor 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 the Company
through non-Exness official channels is not recognized as an official method forcommunicating 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 to informyou of the investigation process and outcome.
2.4 If the Response provided at this stage doesn't meet your satisfaction, you have the option
to escalate the matter using the procedure outlined in more detail below.
3. Escalation
3.1 Further to the above, any Client who is not satisfied with the Response received and would
like to escalate the matter further, they may complete and submit the Complaint Formelectronically (the “Form”). In order to complete and submit the Form, you must first log in to
your online Personal Area.

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Exness (VG) Ltd (Financial Services Commission License Number SIBA/L/20/1133),
Trinity Chambers, PO Box 4301, Road Town, Tortola, British Virgin Islands
Website: www.exness.com, email: support@exness.com

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 the Form.
3.3 The forms will undergo review by different functions, separate from the ones that initiallydealt with your query, issue or complaint, as and where applicable. This is done to make surea 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 matter andcommunicate 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 inform youof the reasons for the delay and indicate the period of time within which it is possible tocomplete 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 onthe 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 formal complaint to theCompany’s Compliance Department, please forward all relevant information including casenumber, if and where applicable, via email to formal.complaints@exness.com. The ComplianceDepartment will evaluate the case and might request that you submit the Complaint Form,hence it is advisable to do so right from the start. The timeframes outlined in sections 3.4 and3.5 will apply. A Response issued by the Compliance Department should be considered as
ultimate and definitive, with no opportunity for further escalation of the matter to any function
or individual 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. Beginwith a brief introduction of the matter in question providing specific details in an organizedparagraph. Think about the resolution you desire and, if possible, suggest a solution. Maintaina formal and professional tone, focusing on facts.
4.2 At any given time during the handling process of queries, issues and complaints we may
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 otherregistration data, etc.) and your full cooperation is required in order to finalise ourinvestigation. We may extend the investigation timeframe, or put the matter on hold, or2

Exness (VG) Ltd (Financial Services Commission License Number SIBA/L/20/1133),
Trinity Chambers, PO Box 4301, Road Town, Tortola, British Virgin Islands
Website: www.exness.com, email: support@exness.com

consider the matter as closed if you have failed to respond adequately and/or within areasonable timeframe or within the timeframe we may have indicated and/or if your profile is
not fully verified as per the requests of the Company. Depending on your response and thenature of the matter, we may resume the handling process or request for you to resubmit yourquery 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 this process
may complicate the review, and it may necessitate additional time. Please be aware that thecompany will make every effort to address all matters, but it may choose not to attend to amatter 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:(a) Acceptance of the issue or complaint and, when applicable, an offer of redress (redressmay not necessarily involve financial compensation; it could be as simple as an apology).
(b) Offer of redress with or without accepting the issue or complaint, as a goodwill gesture, inline 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 Response tothe Client.
4.6 The Company may ask for a written withdrawal of the matter in question and/or requestthat you take any other reasonable actions to expedite the reimbursement/closure process.
4.7 The Company reserves the right to consider the matter in question as closed under thefollowing 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 andrequests.
(d) When the Company has provided a substantive Response, and the Client has not indicateddissatisfaction with the Response or provided relevant supporting information within areasonable timeframe.
(e) When the Client fails to comply with the Company's verification requests or sections 4.10
and 4.11.

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Exness (VG) Ltd (Financial Services Commission License Number SIBA/L/20/1133),
Trinity Chambers, PO Box 4301, Road Town, Tortola, British Virgin Islands
Website: www.exness.com, email: support@exness.com

4.8 The submission of a query, issue or complaint is restricted to the owner of the account forwhich 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 the Client has authorized
in writing the third party and provides this authorisation as evidence to the Company.
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 with
employees 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 the Client
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. Thesemeasures are deemed necessary to uphold a respectful and conducive environment for allparties 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/orincludes offensive language, swear words, affective appraisal of the disputable matter and/orinsults 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 British Virgin Islands Financial Services Commission (FSC). Please note that the FSC
may not attend to any complaint, unless it is satisfied that the matter has been brought to theCompany’s attention first. Please visit the FSC’s website for further information.
4.13 It is understood that the Client’s right to take any other action, including legal
proceedings, 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.
Version: 23 February 2024/003

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