Complaints Handling Policy

YWO (MU) LTD (the “Company”) is incorporated and existing under the Laws of Mauritius with registration number 229766, and registered address Legacy Capital Co Ltd, 2 Floor, Suite 201, The Catalyst, Ebene, Republic of Mauritius.

The Company is an Investment Dealer (Full-Service Dealer, Excluding Underwriting) Licensee, regulated and authorized by the Financial Services Commission (“FSC”), Mauritius under the license number GB25205550.

1. PURPOSE AND SCOPE

This Complaints Handling Policy (the “Policy”) sets out the procedures adopted by the Company for the fair, transparent, timely, and effective handling of complaints received from existing or prospective clients.

The Policy is established in accordance with applicable laws, rules, and regulatory requirements in Mauritius, including the requirements of the Financial Services Commission (“FSC”), and reflects the Company’s commitment to maintaining high standards of client service, integrity, and accountability.

This Policy applies to all complaints relating to the provision of investment services by the Company and is made available by the Company to its clients (the “Client”, “you”, or “your”).

For the avoidance of doubt, complaints from prospective clients relating to onboarding, account opening, or pre-contractual communications are also handled in accordance with this Policy.

2. DEFINITIONS

Inquiry: A request for information or clarification that does not express dissatisfaction with the Company’s services.

Complaint: Complaints are defined as specific requests or claims related to the performance or services of the Company, which objects the performance or expresses negligence of the Company and lodges a relevant, specific and clear demand by a client (natural or legal person)

Note: Asking an opinion or position about any specific case or requesting general information about the operation and services of the Company shall not constitute a complaint.

Complainant: is defined as any person, natural or legal, who:

i. Has read, agreed with, and accepted all the terms and conditions contained in the Company’s Client Agreement (without modifications). ii. Has opened a trading account with the Company; iii. Has lodged a complaint with the Company or through an established communication channel; iv. Has submitted a complaint with the Financial Services Commission.

When a Complaint is submitted by a representative or other duly authorized person, the Company will verify that such authorization has been properly granted. The Complainant must provide proof of authorization. If no valid authorization is presented, the Company will contact the Complainant directly to ensure the complaint is addressed promptly.

Business Day: Any day on which banks are open for business in the Republic of Mauritius, excluding Saturdays, Sundays, and public holidays.

Formal Complaint: A complaint submitted in writing by a Complainant in accordance with Section 5 of this Policy, containing sufficient information to enable the Company to investigate the matter.

Ombudsperson for Financial Services: The independent statutory body established under the Ombudsperson for Financial Services Act 2018, empowered to consider unresolved complaints against financial institutions in Mauritius.

3. REGULATORY FRAMEWORK

This Complaints and Dispute Resolution Policy is established in accordance with the applicable laws, rules, and regulatory requirements of the Republic of Mauritius, including but not limited to the Financial Services Act 2007, the Securities Act 2005, the relevant Rules and Guidelines issued by the FSC, and the Ombudsperson for Financial Services Act 2018.

The Policy is designed to ensure that complaints are handled fairly, independently, transparently, and within reasonable timeframes, and that clients are informed of their right to escalate unresolved complaints to the Ombudsperson for Financial Services or the FSC, as applicable.

4. INQUIRIES AND INITIAL RESOLUTION

Clients are encouraged, in the first instance, to raise general inquiries or concerns through the Company’s customer support channels, including email, telephone, live chat, or other available means of communication.

Most issues arise from misunderstandings and can be resolved promptly at this stage. Clients are encouraged to provide full and accurate details (such as dates, transaction references, and account numbers) to facilitate swift resolution.

The Company aims to resolve general inquiries as soon as practicable, and in any event within five (5) business days, where possible.

5. SUBMITTING A FORMAL COMPLAINT

A formal complaint must be submitted in writing and include sufficient details to allow proper investigation. Complaints may be submitted by sending an email to: support@ywo.com.

To help us address your concern as quickly and efficiently as possible, please ensure your complaint is written in English language and includes the following information:

• Your full name and contact details (email and phone number);
• Your account number or reference number (if applicable);
• A clear and detailed description of your complaint, including relevant dates and any previous communication with our team;
• Any supporting documentation or evidence, such as:
  • Screenshots of errors or discrepancies
  • Copies of emails or chat transcripts
  • Transaction records or account statements
  • Any other relevant materials that support your claim

6. ACKNOWLEDGEMENT OF COMPLAINT We will acknowledge receipt of your complaint within five (5) business days from the receipt of your complaint.

This acknowledgment will be sent to your registered email and will include:

• Confirmation that we have received your complaint;
• A unique Complaint Reference Number for tracking purposes;
• The name and contact details of the officer handling your case;
• An estimated timeframe for resolution.

You may use the Complaint Reference Number in all future correspondence regarding your complaint to ensure seamless communication. If we require more information to assess your complaint, we will contact you within the same five (5) business-day window.

7. INVESTIGATION AND FAIR ASSESSMENT

The Company ensures that all complaints are handled fairly, objectively, consistently, and in a timely manner. Each complaint is assessed on its individual merits, taking into account all relevant information and evidence available at the time of review.

Clients are not subject to discrimination, retaliation, or disadvantage as a result of submitting a complaint. The submission of a complaint shall not affect the Company’s treatment of the client or the provision of services, unless required by law or regulatory obligations.

During the investigation, the Company may request additional information or supporting documentation from the client. The client’s cooperation is required to facilitate timely resolution.

8. TIMEFRAMES AND FINAL RESPONSE

The Company shall:

• provide a final written response within two (2) months from receipt of the complaint;
• where the complaint cannot be resolved within this period, inform the client in writing of:
  • the reasons for the delay; and
  • the expected completion date.

In exceptional or complex cases, the Company may extend the investigation by one additional month.

Where the client fails to respond or provide requested information within three (3) months, the Company reserves the right to close the complaint and issue a final response based on the information available.

8.1. Possible Outcomes of Your Complaint

• Upheld – Your complaint is found valid. We may issue a refund, offer compensation, make adjustments to your records, or implement internal process improvements without undue delay and within agreed timeframes.
• Partially Upheld – If part of your complaint is valid, we may offer a partial resolution of compromise. We will provide a clear explanation of our decision.
• Rejected – Your complaint is not upheld. We will provide a clear explanation for our decision. You still retain the right to escalate the matter to the Office of Ombudsperson for Financial Services

8.2. Escalation To External Bodies

Nothing in this Policy prevents the Client from contacting the Financial Services Commission (“FSC”) for regulatory matters; however, individual disputes are handled by the Office of the Ombudsperson for Financial Services in accordance with applicable law.

If the client is dissatisfied with the outcome, they may escalate the complaint to the:

Office of the Ombudsperson for Financial Services 8th Floor, SICOM Tower Wall Street, Ebene Cybercity, Mauritius Telephone number: (230) 460 0473/4 Fax number: (230) 468 6473 Email: ombudspersonfs@ofsmauritius.org

The client must provide the following:

• their name and address;
• the name and address of the financial institution against which the complaint was made;
• the nature of the complaint and the facts and circumstances giving rise to the complaint;
• the relief sought;
• a written declaration to the effect that the complaint was made to his financial institution by registered post, with advice of delivery, and that he has sufficient interest in the subject matter of the complaint;
• a declaration as to whether the financial institution replied to the complaint;
• a copy of the reply, if any, from the relevant financial institution to which the complaint was made; and
• copy of the documents on which he proposes to rely.

9. RECORD KEEPING

The Company shall establish, maintain and/or update the Complaints Register with details of all the complaints received per month; date of the complaint, identification of the complainant, complaint cause, the financial instrument, the disputed amount and settlement date if applicable and any corrective measures implemented for a period of seven (7) years. The Complaints Register is reviewed periodically by the Compliance Department to ensure all complaints are resolved within the required timelines and that systemic issues are identified.