Complaints Handling Policy

Complaints Handling Process at Neverless

Here at Boku Securities SIA ("Neverless ", "we", "our", "us"), we place special emphasis on providing high-quality services and products that meet customer expectations and deliver value, with continuous improvement at the core of our operations. In this process, your experience and feedback are of paramount importance, therefore we invite you to be part of the process of improving our services and product enhancement. We take customer complaints seriously and want to assure you that when you have a cause to complain, we’ll listen to you and do our best to make things right. We also view it as an opportunity to learn and improve. Please note that complaints filling and handling is free of charge.

What is the timeframe for filing a complaint?

If you believe that your interests were violated during the provision of financial services, please contact us no later than 3 (three) months from the day you became aware or should have become aware of the infringement of your rights or legitimate interests.

What language do we accept?

You can submit your complaint to us in English.

How to raise a complaint?

Should you decide to raise a complaint with us, please contact us in writing by sending your complaint to us via e-mail: complaints@neverless.com or by sending it to our registered office via regular or registered mail. To file a complaint via email you can also use the form in Annex 1.

What data do we need you to provide?

We kindly ask you to specify the following details:

• your full name and surname;
• contact details (phone number and email address);
• detailed description of the situation and any relevant facts, circumstances and any documentation that could support complaint filed;
• other important circumstances related to the complaint.

You may submit the complaint yourself or through your duly authorised representative. It is important to note that we only accept and process complaints that include all the information listed above. We will assess your submitted complaint within 3 business days of its receipt and inform you of the decision on whether to proceed with its examination or not, including the reasons for any refusal to proceed with it.

How long will this take?

Upon receiving your complaint, which meets the aforementioned requirements, we will provide you with a response within 30 calendar days. In exceptional cases, where it is not possible to provide a response within this timeframe due to reasons beyond our control, we will inform you with an interim response, specifying the reasons for the delay and indicating the final response date, which cannot exceed two months days from the date your complaint was received.

What is the dispute authority for your complaint?

We will do our best to make all the concerns on your end get resolved. But we are not always perfect, and in case where you are not satisfied with our reply, you have the right to contact the Bank of Latvia via portal www.latvija.lv using an e-address by e-mail to info@bank.lv, or sending a letter to Latvijas Banka, K. Valdemāra iela 2A, Riga, Latvia, LV-1050. Complaints are handled free of charge. For more information on the disputes handled by the Bank of Latvia, please visit www.bank.lv.

Standard Client Complaint Form

FILING OF A COMPLAINT

(To be filled out by the Client and submitted to the Company)

1.a. Information about the Complainant**

• First name:
• Last name:
• Username:
• Address:
• Telephone:
• Email address:

1.b. Contact details (if different from 1.a)**

• First name:
• Last name:
• Address:
• Telephone:
• Email address:

2.a. Information about the legal representative (if applicable)**

(Attach a power of attorney or other official document as proof of the representative’s appointment.)

• First name:
• Last name:
• Representative’s ID number:
• Address:
• Telephone:
• Email address:

2.b. Contact details of representative (if different from 2.a)**

• First name:
• Last name:
• Address:
• Telephone:
• Email address:

3. Information about the Complaint**

3.a. Reference of the service or transaction to which the Complaint relates*:*

…………………………………………………………………………………………………

3.b. Description of the Complaint’s subject-matter:

(Please describe the facts and reasons for your Complaint. You may attach additional pages or documentation to support your statements.)

…………………………………………………………………………………………………

3.c. Date(s) of the event(s) that led to the Complaint:

…………………………………………………………………………………………………

3.d. Description of any damage, loss, or detriment caused to you (if applicable):

…………………………………………………………………………………………………

3.e. Other relevant comments or information you wish to provide (if any):

…………………………………………………………………………………………………

I hereby confirm that the information provided above is truthful and accurate to the best of my knowledge.

Place: ……………………………………………… Date: ………………………………………………

Signature: …………………………………………………………………………………………………

(Complainant or Complainant’s Legal Representative)

Documentation provided (attached): (please tick the appropriate box and attach copies)

• Power of attorney or other proof of the representative’s appointment (if filing through a representative)
• Copy of relevant contractual or transaction documents related to the Complaint
• Other supporting documents: …………………………………………………………………………………………………