Complaint handling procedure

1. General provisions

• The document and its changes are approved by the Company's Board.
• The Company handles only complaints about Employee distribution activities.
• Clear information about filing and handling complaints is publicly available at every distribution location and on the website.
• If a complaint is received about another market participant, the Company forwards it within 7 days and informs the complainant.
• All distribution-involved employees are familiar with this document.

2. Rights and duties of the complainant

• Any person may file a complaint.
• The responsible person is Agita Freiberga – all complaints are addressed to her.
• Complaints may be submitted on paper (by post or in person at Ulbrokas iela 44A, 4th floor), electronically to info@agga.lv, or orally by phone (26487114) or in person.
• The complaint must contain identification data, the specific Employee, the grounds for dissatisfaction, and detailed factual circumstances with supporting documents.
• The complainant may claim compensation for damages caused by the Employee's intentional, malicious unlawful conduct or gross negligence.
• Complaints may also be filed with the ombudsman of the Latvian Association of Insurance Brokers (brokers.lv) or with the Financial and Capital Market Commission (Kungu iela 1, Riga, LV-1050; fktk@fktk.lv; fktk.lv).

3. Rights and duties of the Company

• The Company must accept any properly drafted Complaint. Oral complaints may be asked to be put in writing.
• Complaints without identification data are not handled.
• The Company may request additional information to clarify circumstances.
• On request, written or electronic information about the handling process is provided.
• Complaints received by ancillary intermediaries are forwarded to the Company within 7 days.
• Personal data are protected under the GDPR and the Company's internal procedures.

4. Handling procedure

• The responsible person verifies evidence: requests Employee explanations, checks Company-held information, and where needed retrieves data from public registers and other persons.
• A response is provided within 20 days; if not feasible for objective reasons, the complainant is informed of a justified extension and reasonable deadline.
• The response is reasoned, comprehensive, objective, and in plain language; it also informs the complainant of other handling options if not satisfied.
• The response states whether the Company agrees with the claims and gives reasons.
• If agreed, the response sets out the compensation procedure where damages directly relate to the Employee's conduct.
• If the complaint is outside the Company's activity, the complainant is notified in writing.
• Responses are given in Latvian; where possible, the complainant's language may be used.
• If the complaint concerns the responsible person or a Board member, independence of handling is ensured and noted in the response.
• After handling, the cause is analysed and measures for prevention are determined.

5. Complaints register

• Complaints are registered no later than the next working day after receipt; responses on the day of preparation.
• The register records complainant data, receipt date, reason, type of insurance, response date, outcome, and the distribution country.
• Information is kept for at least 10 years 6 months and provided to the FCMC on request.

6. Cause analysis and prevention

• By 31 March each year, the responsible person prepares a report on the previous year's complaint handling, compliance with this procedure, effectiveness, and cause analysis.
• Within one month the Board reviews the report and decides on specific preventive measures if needed.
• The responsible person monitors implementation and reports progress and obstacles to the Board.

Approval