Common use of Complaints and Compensation Clause in Contracts

Complaints and Compensation. We endeavour to deliver a first-class service to our clients, but we recognise that there may be occasions when we fail to meet your expectations. If you have a complaint, then you can contact us through your Online Account or by phone on 0000 000 0000 by post at: Octopus Co-Lend Limited, 00 Xxxxxxx, Xxxxxx, XX0X 0XX or by email at xxxxxxx@xxxxxxxxxxxxx.xxx. If we are not able to resolve the complaint to your satisfaction, you may have rights to refer the complaint to the Financial Ombudsman Service. Further details are available from the Financial Ombudsman Service, at www.financial- xxxxxxxxx.xxx.xx. You may request a copy of our complaints-handling procedure at any time. Peer-to-peer lending is not covered by the Financial Services Compensation Scheme. However, if the credit institution holding your money in the Octopus Client Account or the Trust Account becomes insolvent, you may be able to claim compensation from the Financial Services Compensation Scheme. In such an event, we will inform you of the identity of the credit institution to enable you to pursue such claim. The maximum amount of compensation in respect of a UK credit institution is £85,000. Further details are available from the Financial Services Compensation Scheme, whose address is 7th Floor, Lloyds Xxxxxxxx, Portsoken Street, London, E1 8BN and telephone contact details are 0000 000 0000 or email xxxxxxxxx@xxxx.xxx.xx or xxx.xxxx.xxx.xx. Our fees are paid by Borrowers and we do not currently charge you for your use of the Octopus P2P Service. However we may introduce charges for exceptional transactions, provided that no such charges will be introduced retrospectively in relation to P2P Portfolios that were created before such charges were notified to you. Any such charges due on your P2P Portfolio may be deducted from the interest and repayments received into your Octopus Client Account or Trust Account and you authorise us to make such deduction from the money held in your account on a monthly basis. If there are insufficient monies available to meet our charges, then we may at our discretion elect either to roll this up to be deducted on a later occasion when sufficient monies may be available to cover such amount (interest will not accrue on the rolled-up charge) or, at our complete discretion, to sell any of the P2P Loans in your P2P Portfolio in order to meet such charges.

Complaints and Compensation. Complaints (a) We endeavour have an established complaints procedure which conforms to deliver a first-class service to our clients, but we recognise that there may be occasions when we fail to meet your expectationsthe FCA Rules for the proper handling of complaints. If you have wish to see a complaintcopy of our Internal Complaints Handling Procedure please contact us (our contact details are at section 9(i). How to contact us). (b) If your charity has any complaints regarding our services, then you should contact us (please see section 9(i). How to contact us). Alternatively your charity can contact us through your Online Account or by phone on 0000 000 0000 by post at: Octopus Co-Lend Limited, 00 Xxxxxxx, Xxxxxx, XX0X 0XX or by our customer relations team via email at xxxxxxx@xxxxxxxxxxxxx.xxxXxxxxxxxXxxxxxxxx@xxxxx.xxx. We will discuss the issue with you and attempt to resolve it. (c) If we cannot resolve your charity’s complaint in this manner we will pass it to a dedicated complaint hander for further investigation. (d) We record details of your charity’s complaint centrally and make sure the complaint is thoroughly investigated by someone who has been trained in complaints handling. (e) If we are unable to resolve a complaint within three business days of the day we received it, we will issue you with a written acknowledgment together with a copy of our Internal Complaints Handling Procedure and provide you with regular updates as to our progress with our investigation into your charity’s complaint. (f) Within 8 weeks of receiving your charity’s complaint we will send you one of the following two responses: (i) a final written response in which either: we offer your charity a remedy, whether or not we accept your charity’s complaint; or we reject your charity’s complaint and give you our reasons for doing so. This letter will include a copy of the Financial Ombudsman Service’s standard explanatory leaflet and inform you that if you remain dissatisfied with our response, your charity may be able to resolve refer its complain to the Financial Ombudsman within 6 months; or (ii) an interim written response which will explain why we are not in a position to make a final response, and indicate when we expect to be able to provide you with one. This letter will also inform you that you may be able to refer your charity’s complaint to the Financial Ombudsman Service and will include a copy of the Financial Ombudsman Service’s standard explanatory leaflet. (g) The Financial Ombudsman Service is an independent service with powers under the FSMA to resolve disputes between customers and business providing financial services. This service is free to consumer. Certain eligibility criteria apply. Further information about the Financial Ombudsman Service may be found at is xxx.xxxxxxxxx-xxxxxxxxx.xxx.xx. (h) Complaining to the Financial Ombudsman Service will not affect your satisfactioncharity’s rights. In general, you may have rights your charity (if eligible to use the Service) has 6 months from the date of our final response to refer the its complaint to the Financial Ombudsman Service. Further details are available from the Financial Ombudsman Service, at www.financial- xxxxxxxxx.xxx.xx. You may request a copy of our complaints-handling procedure at any time. Peer-to-peer lending is not covered by the Financial Services Compensation Scheme. However, if the credit institution holding your money in the Octopus Client Account or the Trust Account becomes insolvent, you may be able to claim compensation from the Financial Services Compensation Scheme. In such an event, we will inform you of the identity of the credit institution to enable you to pursue such claim. The maximum amount of compensation in respect of a UK credit institution is £85,000. Further details are available from the Financial Services Compensation Scheme, whose address is 7th Floor, Lloyds Xxxxxxxx, Portsoken Street, London, E1 8BN and telephone contact details are 0000 000 0000 or email xxxxxxxxx@xxxx.xxx.xx or xxx.xxxx.xxx.xx. Our fees are paid by Borrowers and we do not currently charge you for your use of the Octopus P2P Service. However we may introduce charges for exceptional transactions, provided that no such charges will be introduced retrospectively in relation to P2P Portfolios that were created before such charges were notified to you. Any such charges due on your P2P Portfolio may be deducted from the interest and repayments received into your Octopus Client Account or Trust Account and you authorise us to make such deduction from the money held in your account on a monthly basis. If there are insufficient monies available to meet our charges, then we may at our discretion elect either to roll this up to be deducted on a later occasion when sufficient monies may be available to cover such amount (interest will not accrue on the rolled-up charge) or, at our complete discretion, to sell any of the P2P Loans in your P2P Portfolio in order to meet such charges.

Complaints and Compensation. We endeavour to deliver a first-class service to our clients, but we recognise that there may be occasions when we fail to meet your expectations. If you have a complaintcomplaint of any kind, then you please be sure to let us know. We will do our utmost to resolve the issue. You can put your complaint in writing to us at: or email us at: or call us using the contact details in Section 1. To request these Terms and Conditions in an alternative format, for example Braille, large print or audio tape, please contact us through using the contact details in Section 1. We will consider carefully any complaint you may make about our work in this engagement as part of supplying probate or estate administration services as soon as we receive it and we will do all we can to resolve it. We will acknowledge your Online Account or by phone on 0000 000 0000 by post at: Octopus Co-Lend Limited, 00 Xxxxxxx, Xxxxxx, XX0X 0XX or by email at xxxxxxx@xxxxxxxxxxxxx.xxxletter within five business days of its receipt and endeavour to deal with it within eight weeks. If we do not deal with your complaint in this time, or if you are not able to resolve the complaint to your satisfactionunhappy with our response, you may have rights of course take up the matter with the Legal Ombudsman. The Legal Ombudsman’s ability to deal with your complaint is dependent on the following factors; a) you must refer the complaint to the Financial Legal Ombudsman Service. Further details are available no later than: six years from the Financial act/omission; or three years from when you should reasonably have known there was cause for complaint; and b) you must refer the complaint to the Legal Ombudsman Service, at www.financial- xxxxxxxxx.xxx.xx. You may request a copy within six months of the date of our complaints-handling procedure at any timewritten response. Peer-to-peer lending is Contact details for the Legal Ombudsman T: 0300 555 0333 E: xxxxxxxxx@xxxxxxxxxxxxxx.xxx.xx Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ In the unlikely event that we cannot covered by the Financial Services Compensation Scheme. However, if the credit institution holding your money in the Octopus Client Account or the Trust Account becomes insolventmeet our liabilities to you, you may be able to claim compensation seek a grant from the Financial Services ICAEW’s Probate Compensation Scheme. In such an eventGenerally, we will inform you applications for a grant must be made to ICAEW within 12 months of the identity time you became aware, or reasonably ought to have become aware, of the credit institution to enable you to pursue such claim. The maximum amount of compensation in respect of a UK credit institution is £85,000loss. Further details are available from information about the Financial Services Compensation Scheme, whose address is 7th Floor, Lloyds Xxxxxxxx, Portsoken Street, London, E1 8BN scheme and telephone contact details are 0000 000 0000 or email xxxxxxxxx@xxxx.xxx.xx or xxx.xxxx.xxx.xx. Our fees are paid by Borrowers and we do not currently charge you for your use of the Octopus P2P Service. However we may introduce charges for exceptional transactions, provided that no such charges will be introduced retrospectively circumstances in relation to P2P Portfolios that were created before such charges were notified to you. Any such charges due on your P2P Portfolio which grants may be deducted from made is available on ICAEW's website: xxx.xxxxx.xxx/xxxxxxx. This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the interest and repayments received into Citizens Advice website xxx.xxxxxxxxxxx.xxx.xx or call 00000 00 00 00. As your Octopus Client Account or Trust Account and you authorise product is services, the Consumer Rights Act 2015 says: a) You can ask us to make such deduction from the repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money held in your account on back if we can’t fix it. b) If you haven’t agreed a monthly basis. price beforehand, what you’re asked to pay must be reasonable. c) If there are insufficient monies available to meet our chargesyou haven’t agreed a time beforehand, then we may at our discretion elect either to roll this up to it must be deducted on a later occasion when sufficient monies may be available to cover such amount (interest will not accrue on the rolled-up charge) or, at our complete discretion, to sell any of the P2P Loans in your P2P Portfolio in order to meet such charges.carried

Complaints and Compensation. We endeavour The Davy Parties are constantly working to deliver a first-class improve their service. An essential part of this continuous improvement process is feedback (both positive and negative) from their Clients. The Davy Parties strongly encourage you to provide this feedback through the channels described below. In particular, should you be dissatisfied at any time with the service that you receive from the Davy Parties, do not hesitate to our clientsmake this known to them. The Davy Parties have internal complaints procedures and further details of these procedures are available on request. Please address your correspondence to the Head of Xxxx Private Clients UK, but we recognise that there Donegall House, 0 Xxxxxxxx Xxxxxx Xxxxx, Xxxxxxx XX0 0XX, who in turn may be occasions when we fail refer the matter to meet your expectationsthe compliance department, which is independent. Alternatively, you may email us at belfast@davy. ie or call us on 000 0000 0000. If you have are not satisfied with the outcome of the review of your complaint, you may be entitled to refer the matter to one of the independent ombudsman services as detailed below: If you are not satisfied with the outcome of the review of your complaint, you may be entitled to refer the matter to the Financial Ombudsman Service (‘FOS’). The FOS is an independent public body, set up by law to deal impartially with unresolved complaints from eligible complainants about their individual dealings with financial services providers. This service is free to the complainant. Further details relating to the FOS, including how to make a complaint, then you can contact us through your Online Account or by phone on 0000 000 0000 by post are available at: Octopus Co-Lend Limited, 00 Xxxxxxx, Xxxxxx, XX0X 0XX π the FOS website: xxx.xxxxxxxxx-xxxxxxxxx.xxx.xx; or π by email at xxxxxxx@xxxxxxxxxxxxx.xxx. If we are not able to resolve the complaint to your satisfaction, you may have rights to refer the complaint writing to the Financial Ombudsman Service, Exchange Tower, London E14 9SR; or π by calling 0000 000 0000; or π from abroad, +00 000000 0000; or π by emailing xxxxxxxxx.xxxx@ xxxxxxxxx-xxxxxxxxx.xxx.xx. Further details We are available from the Financial Ombudsman Service, at www.financial- xxxxxxxxx.xxx.xx. You may request a copy of our complaints-handling procedure at any time. Peer-to-peer lending is not covered by the Financial Services Compensation SchemeScheme (‘FSCS’). However, if the credit institution holding your money in the Octopus Client Account or the Trust Account becomes insolvent, you You may be able entitled to claim compensation from the Financial Services Compensation Scheme. In such an event, FSCS if we will inform are unable to meet our obligations towards you in full because of the identity of the credit institution to enable you to pursue such claimour financial position. The maximum amount level of compensation the FSCS may pay in respect of a UK credit institution relation to investments is £85,00050,000. Further details are available from For further information, please ask us or refer to the FSCS website, xxx.xxxx.xxx.xx or call the FSCS on 0000 000 0000 or 000 0000 0000 or write to the Financial Services Compensation Scheme, whose address PO Box 300, Mitcheldean, GL17 1DY. If you are not satisfied with the outcome of the review of your complaint, you are entitled to refer the matter to the Financial Services Ombudsman. The Financial Services Ombudsman is 7th a statutory officer who deals independently with unresolved complaints from consumers about their individual dealings with financial services providers. It is a free service to the complainant. Further details relating to the Financial Services Ombudsman, including how to make a complaint, are available at xxx.xxxxxxxxxxxxxxxxxx.xx, by telephone on Lo-Call Number: 0000 00 00 00, or by writing to the Financial Services and Pensions Ombudsman, 3rd Floor, Lloyds XxxxxxxxLincoln House, Portsoken StreetLincoln Place, LondonDublin 2. J&E Xxxx is a member of the Investor Compensation Scheme, E1 8BN provided by the Investor Compensation Company Limited, set up by law, which provides compensation to eligible investors should its members become insolvent. You will only have a right to compensation if you qualify as an eligible investor, if J&E Xxxx is unable to return to you money or financial instruments that you are owedor own, and telephone contact if your loss is recognised by the Investor Compensation Scheme. The amount of compensation that you may receive will be 90% of the net amount you have lost or £20,000; whichever is less. For further information, please ask us or refer to the Investor Compensation Scheme website, xxx.xxxxxxxxxxxxxxxxxxxx.xx. In the event of changes to the scheme details will be provided on this website. If your complaint relates to online sales or services you may be able to use the European Commission’s Online Dispute Resolution platform, which is accessible at xxxx://xx.xxxxxx.xx/consumers/odr/ main. In the case of many retail investment products - such as life assurance contracts, personal pension schemes, investment bonds, and collective investment arrangements (e.g. unit trusts), a right to withdraw or cancel the contract within a specified period is normally provided. Details of such rights are 0000 000 0000 or email xxxxxxxxx@xxxx.xxx.xx or xxx.xxxx.xxx.xxordinarily contained in the product literature (e.g. Key Features document) and/or we may provide details of such rights in a separate communication. Please be aware that if you cancel any products you may not always get back the full amount invested, due to market movements. Xxxx Private Clients UK is the trading name of J&E Davy (UK) Limited, having its registered office address at Donegall House, 0 Xxxxxxxx Xxxxxx Xxxxx, Xxxxxxx, XX0 0XX (registered number NI028952). J&E Davy (UK) Limited is authorised and regulated by the Financial Conduct Authority. Our fees are paid by Borrowers Financial Services Register number is 172140. Our permitted business is advising on, arranging and we do not currently charge you for your use of the Octopus P2P Service. However we may introduce charges for exceptional transactions, provided that no such charges will be introduced retrospectively in relation making arrangements with a view to P2P Portfolios that were created before such charges were notified to you. Any such charges due on your P2P Portfolio may be deducted from the interest investments and repayments received into your Octopus Client Account or Trust Account non-investment insurance contracts and you authorise us to make such deduction from the money held in your account managing investments on a monthly discretionary and non-discretionary (advisory) basis. If there are insufficient monies available to meet our charges, then we may at our discretion elect either to roll You can check this up to be deducted on a later occasion when sufficient monies may be available to cover such amount (interest will not accrue on the rolled-up charge) or, at our complete discretion, to sell any of Financial Services Register by visiting the P2P Loans in your P2P Portfolio in order to meet such charges.FCA’s website xxxxx://xxxxxxxx.xxx.xxx.xx or by contacting the FCA on 0800 1116768. XXXX PRIVATE CLIENTS UK | Service and Fees Schedule DETACH DAVY UK COPY

Complaints and Compensation. Complaints (a) We endeavour have an established complaints procedure which conforms to deliver a first-class service to our clients, but we recognise that there may be occasions when we fail to meet your expectationsthe FCA Rules for the proper handling of complaints. If you wish to see a copy of our Internal Complaints Handling Procedure please contact us (our contact details are at section 10(j) (How to contact us)). (b) If you have a complaintany complaints regarding our services, then you should contact us (our contact details are at section 10(j) (How to contact us)). Alternatively you can contact us through your Online Account or by phone on 0000 000 0000 by post at: Octopus Co-Lend Limited, 00 Xxxxxxx, Xxxxxx, XX0X 0XX or by our customer relations team via email at xxxxxxx@xxxxxxxxxxxxx.xxxxxxxxxxx_xxxxxxxxx@xxxxxxxxxxxx.xxx. We will discuss your issue with you and attempt to resolve it. (c) If we cannot resolve your complaint in this manner we will pass it to a dedicated complaint handler for further investigation. (d) We record details of your complaint centrally and make sure your complaint is thoroughly investigated by someone who has been trained in complaints handling. (e) If we are not able unable to resolve a complaint within three business days of the day we received it, we will issue you with a written acknowledgment together with a copy of our Internal Complaints Handling Procedure and provide you with regular updates as to our progress with our investigation into (f) Within eight weeks of receiving your complaint to we will send you one of the following two responses: (i) a final written response in which either: we offer you a remedy, whether or not we accept your satisfactioncomplaint; or we reject your complaint and give you our reasons for doing so. This letter will include a copy of the Financial Ombudsman Service’s standard explanatory leaflet and inform you that if you remain dissatisfied with our response, you may have rights be able to refer your complaint to the Financial Ombudsman within six months; or (ii) an interim written response which will explain why we are not in a position to make a final response, and indicate when we expect to be able to provide you with one. This letter will also inform you that you may be able to refer your complaint to the Financial Ombudsman Service and will include a copy of the Financial Ombudsman Service’s standard explanatory leaflet. (g) The Financial Ombudsman Service is an independent service with powers under FSMA to resolve disputes between customers and business providing financial services. This service is free to consumer. Further information about the Financial Ombudsman Service may be found at is xxx.xxxxxxxxx-xxxxxxxxx.xxx.xx. (h) Complaining to the Financial Ombudsman Service will not affect your rights. In general, you have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service. Further details are available from the Financial Ombudsman Service, at www.financial- xxxxxxxxx.xxx.xx. You may request a copy of our complaints-handling procedure at any time. Peer-to-peer lending is not covered by the Financial Services Compensation Scheme. However, if the credit institution holding your money in the Octopus Client Account or the Trust Account becomes insolvent, you may be able to claim compensation from the Financial Services Compensation Scheme. In such an event, we will inform you of the identity of the credit institution to enable you to pursue such claim. The maximum amount of compensation in respect of a UK credit institution is £85,000. Further details are available from the Financial Services Compensation Scheme, whose address is 7th Floor, Lloyds Xxxxxxxx, Portsoken Street, London, E1 8BN and telephone contact details are 0000 000 0000 or email xxxxxxxxx@xxxx.xxx.xx or xxx.xxxx.xxx.xx. Our fees are paid by Borrowers and we do not currently charge you for your use of the Octopus P2P Service. However we may introduce charges for exceptional transactions, provided that no such charges will be introduced retrospectively in relation to P2P Portfolios that were created before such charges were notified to you. Any such charges due on your P2P Portfolio may be deducted from the interest and repayments received into your Octopus Client Account or Trust Account and you authorise us to make such deduction from the money held in your account on a monthly basis. If there are insufficient monies available to meet our charges, then we may at our discretion elect either to roll this up to be deducted on a later occasion when sufficient monies may be available to cover such amount (interest will not accrue on the rolled-up charge) or, at our complete discretion, to sell any of the P2P Loans in your P2P Portfolio in order to meet such charges.