Complaints Management

The goal of HanseMerkur Trust AG is to provide the respective service in such a way that no complaints arise in principle. Should you nevertheless be dissatisfied with our service, you can submit a complaint via the method described here. HanseMerkur Trust AG has established the following principles for complaint management.

You can submit your complaint to HanseMerkur Trust AG free of charge, in particular

– by e-mail to: beschwerden@hmt-ag.de or

– by mail to: HanseMerkur Trust AG, Neue Rabenstraße 3, 20354 Hamburg or

– orally at our company headquarters: HanseMerkur Trust AG, Neue Rabenstraße 3, 20354 Hamburg.

We ask you to submit your complaint completely with all necessary information. For this, we require the following information from you in any case:

– Your complete contact details

– Substantive justification of the complaint

– Copies of documents relevant to the complaint (if available)

– If you are contacting us on behalf of and at the instruction of another person: authorization to represent that person

As soon as your complaint is received by HanseMerkur Trust AG, you will receive an acknowledgment of receipt and a corresponding reference number. Your complaint will be processed by HanseMerkur Trust AG within a reasonable period. Depending on the complexity of the matter, we try to process complaints within two weeks. We will conduct communication regarding the complaint via the same channel through which you submitted the complaint to us, unless you instruct us otherwise. All communication regarding your complaint will be systematically archived by HanseMerkur Trust AG for the legally required period. The complaint management of HanseMerkur Trust AG is regularly reviewed or on an ad hoc basis.

Arbitration Board at the Federal Financial Supervisory Authority (Bafin)

Investors who are consumers can at any time appeal to the arbitration board established at Bafin concerning alleged violations of the KAGB.

Bundesanstalt für Finanzdienstleistungsaufsicht

Schlichtungsstelle

Graurheindorfer Straße 108

53117 Bonn

Telefon: [+49 (0) 228 4108-0](tel:+49 228 4108-0)

Fax: +49 (0) 228 4108-62299

E-Mail: schlichtungsstelle@bafin.de

A form for the written application is available on the Bafin website ( https://www.bafin.de/invg-schlichtung).