Complaints Procedure

Updated May 2022

1. Objective

This document is drafted for the purpose of outlining the procedures that will be implemented by employees of Exfor Limited. Company Nr. LL17698 in relation to addressing and resolving complaints of сlients in a fast and effective manner.

2. Submission

A complaint must be made in written form and submitted to the Company’s attention via e-mail specified on the website. A complaint must be written in a clear and understandable manner in order to be processed. The Client shall not use inappropriate offensive language, the email should be in English, otherwise the Company may take longer to reply subject to translation requirements.

The following information must be submitted together with a complaint:

• Account number;

• Full name and surname;

• Details of the problem/issue;

• Affected transaction number (if applicable);

• Date and time of subject issue.

3. Addressing and handling

The Company has outlined the following set of rules that will be followed by responsible employees in order to ensure timely, effective and appropriate measures to be implemented in relation to specific issues:

• After the Client has lodged a complaint, he/she will be contacted by a responsible employee within 48 hours after receipt of the complaint;

• Details of the complaint must be recorded as soon as it is received from the Client;

• Responsible employee shall take all appropriate measures to investigate, address and resolve the complaint;

• After the investigation is concluded, the responsible employee shall inform the Client about the outcome, and explain in clear and understandable way further instructions/steps that will be undertaken in order to resolve the issues and maximally prevent occurrence of such in future.

4. Contact details

Client complaints can be directed to:

Address: Attn: Exfor Limited, Unit B, Lot 49, 1st Floor, Block F, Lazenda Warehouse 3, Jalan Ranca-Ranca, 87000 F. T. Labuan, Malaysia

E-Mail: complaints@exfor.com

Telephone: +60 087 416 989