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Customer Complaints Handling Policy

Customers Complaints Handling Rules (hereinafter – the Rules) provide for the procedure for the handling of applicants’ complaints by FQ Payment Solutions UAB (hereinafter – FQPS). The following terms are used in the Rules: “Customer” shall mean a natural or legal person to whom FQPS provides financial services. “Applicant” shall mean a person who makes a written request to FQPS (including, but not limited to, through a fully authorized third party) that its rights or legitimate interests have been violated with respect to the services provided or agreements concluded by FQPS. “Complaints” shall mean a written request addressed to FQPS stating that a customer’s (existing or terminated) rights or legitimate interests have been violated in relation to the services provided or contracts concluded by FQPS.

Complaint can be submitted as per following ways:

• a signed Complaint to the address of the FQPS’s registered office at Svitrigailos st. 11H, Vilnius, 03228 Lithuania;

• an electronically signed Complaint by e-mail to dpo@fqps.io, or

• by filling in the section https://fqps.io/customer-complaints/ “Customer Complaints” in web pages of FQPS.

The following data must be indicated in the complaint:

• Name, surname/company name.

• Date of birth or personal number/company identification number of a natural person or a legal entity, whose rights have been violated.

• Name, surname, personal number or date of birth, address and other data of the person, who has submitted the claim, for the purposes of communication (contact address, if it does not coincide with the residential address, telephone number).

• Date of execution and the reasons for addressing FQPS (which rights and contracts have been violated) and the grounds of the violation, as well as the ways to eliminate the violation.

• Documents evidencing the specified circumstances must be attached. If the circumstances specified in the claim are related to a concrete contract concluded with the FQPS, the date and/or the number of the contract.

• The method of submission of the response.

The Complaint can be submitted in Lithuanian or English. Complaints shall be examined in Lithuanian or in English, if so agreed between the Client and FQPS. The Complaint will start to run only after above information are provided. The Complaint will be examined within 15 (fifteen) business days from the date of receipt of the complaint (or submission of the revised information if such a request was made by FQPS and a response will be provided within same timeline. In exceptional cases where the complaint cannot be examined within the period specified in this paragraph, the person authorized by FQPS must notify the applicant thereof, indicate the circumstances of the delay in replying and the deadline by which the complaint will be examined. All complaints shall be handled objectively and transparently within the framework of corporate ESG governance principles.

In this framework, all communication with the customers shall be coherent and transparent, fair, clear, and accurate. All complaints shall be followed in order to anticipate possible complaints, prevent their occurrence, and identify emerging trends and their roots. All customers shall have the right to address a complaint without any fee or commission being charged. Customers are informed in the same way they have sent the complaint to FQPS or the way they instructed FQPS to respond to. FQPS shall be freeto not to handle anonymous, unsigned and illegible Complaints, as well as Complaints that do not contain sufficient data identifying the Applicant. The Complaint may be submitted by a representative of the Applicant. Any disputes between consumers and participants of the financial market arising out delivery of financial services can be: (i) resolved by the Bank of Lithuania, so if you disagree with the FQPS’s answer, you may contact the Supervision Board of the Bank of Lithuania (address Žalgirio g. 90, LT-09303 Vilnius, https://www.lb.lt) and (ii) examined by entities other than the Bank of Lithuania, the State Consumer Rights Protection Authority is a body conducting extrajudicial proceedings (Vilniaus g. 25, LT-01402, Vilnius, https://www.vvtat.lt). In case any dispute arises in connection with the personal data security or data privacy, the State Data Protection Inspectorate is a body conducting extrajudicial proceedings (L. Sapiegos g. 17, 10312 Vilnius, https://www.ada.lt).In all cases, you can also defend your rights before the courts following the procedure established by acts of law.