Complaints Policy and Procedure

Last Updated: 5th February 2025

Our Procedures

Any complaint, verbal or written, will be referred to our Complaints Management Function at the earliest opportunity.

We will:

• Acknowledge the complaint in writing promptly
• Give details in our acknowledgment letter of the complaint
• Make contact to seek clarification on any points where necessary
• Fully investigate the complaint
• Keep you informed of our progress
• Discuss with you our findings and proposed response
• You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

Moneda Product or Third-Party Product Complaints

If your complaint relates to a third-party product or service, we will first determine whether your complaint concerns:

• Moneda Capital and the service we provide
• A Moneda Capital product
• A third-party product or service distributed by Moneda Capital

If the complaint is not immediately clear, we will continue investigating without delay. If necessary, the Complaints Management Function will liaise with the third-party provider to resolve the issue in consultation with you.

Investigation

The Complaints Management Function will:

• Investigate the nature and scope of your complaint, ensuring fairness and proper treatment.
• Address complaints promptly and fairly.
• Provide clear responses to complaints and, where appropriate, offer fair redress.

Final Response

Our final response will clearly outline:

• The firm’s decision on your complaint.
• The reasons for the decision.
• If applicable, the method for calculating any compensation offered.

Complaints Settled Within 3 Business Days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated as a summary resolution communication. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a written communication that:

• Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved

In addition to sending you a written communication, we may also use other methods to communicate the information where:

• We consider that doing so may better meet your needs; or
• We have already been using another method to communicate about the complaint.

Closing a Complaint

A complaint will be considered closed once we have issued our final response to you. However, this does not prevent you from exercising your right to refer the matter or pursue legal action if you feel necessary.

Moneda Capital is committed to delivering a fair and efficient process for all complaints. If you have any concerns or need further assistance, please don't hesitate to contact us.