COMPLAINTS HANDLINGPROCEDURE

IFCMARKETS. CORP. – Complaints Handling Procedure (last updated 11 June 2024)

Page 1This policy of IFCMARKETS.CORP. (the "Company") is subject to the guidelines of the corporate
Compliance Manual as amended or restated from time to time. The purpose of this Complaints
Handling Procedure is to ensure that all complaints are handled consistently and effectively,enhancing customer satisfaction and improving organisational processes over time.
Step 1. Complaint Receipt
Objective: To ensure that all complaints are acknowledged and recorded promptly.
Procedure:- Complaints can be submitted by the Customers through the special complaint form published on theCompany’s website.
- All complaints are logged into a complaint management system.
Step 2. Complaint Assignment
Objective: To assign an employee for appropriate handling.
Procedure:- Assign the complaint to the appropriate personnel who is best equipped to handle it.
Step 3. Investigation
Objective: To understand the root cause of the complaint.
Procedure:- The assigned handler should gather all necessary information and resources to investigate thecomplaint.
- This may involve speaking with relevant staff, reviewing processes, or examining physical or digitalrecords.
Step 4. Response and Resolution
Objective: To provide a resolution that is satisfactory to the Сustomer and the organisation.
Procedure:- Once the investigation is complete, decide on the appropriate course of action to resolve thecomplaint.
- Communicate this decision to the Customer, explaining any steps that have been or will be taken.
- Ensure that the resolution is implemented within an agreed timeframe.
Step 5. Follow-Up
Objective: To improve service in order to prevent future complaints.
Procedure:- Use feedback from the complaint to implement changes in organisational processes or training toimprove service.
Step 6. Record Keeping
Objective: To maintain records of all complaints and their outcomes for future reference and reporting.
Procedure:- Document all steps taken from receipt through to resolution, including all available records ofcommunications with the customer.
- Store these records securely in compliance with relevant data protection regulations.
- Regularly review complaint logs to identify trends or recurring issues.

IFCMARKETS. CORP. – Complaints Handling Procedure (last updated 11 June 2024)

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Step 7. Reporting and Review
Objective: To assess and enhance the effectiveness of the complaint handling process.
Procedure:- Periodically generate reports detailing numbers, types, and resolutions of complaints.
- Review these reports with senior management to assess the performance of the complaints handlingprocess.
- Implement improvements based on insights gained from these reviews.
Step 8. Training
Objective: Ensure all staff members are trained in the complaints handling procedure.
Procedure:- Provide regular training sessions for all new and existing employees.
- Update training materials as necessary to reflect any changes in the procedure or regulatoryenvironment.
- Assess employee understanding and competency regarding complaints handling as part of theirperformance reviews.
The procedure will be updated from time to time and made available to the regulator as directed andCustomers.

IFCMARKETS. CORP. – Complaints Handling Procedure (last updated 11 June 2024)

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