Complaints Management The process of addressing complaints is an integral part of VTB Bank (Europe) SE’s client relations philosophy of satisfying our clients and potential clients and promptly responding to their needs. Client satisfaction is always our top priority and we are constantly looking for ways to improve our services. In case we have failed in fully meeting your expectations or should you have reason to complain, we kindly ask you to contact us. We do appreciate constructive feedback and take comments and complaints seriously. How to complain A complaint can be made at VTB Bank (Europe) SE in the following ways: Telephone: +49 (0) 69 2168 6868 Online: email@example.com In person: Directly to your relationship manager In writing: VTB Bank (Europe) SE – Complaints Management Rüsterstraße 7-9; D-60325 Frankfurt am Main When making the complaint, please provide the following information: Name & surname Address Telephone Email Account Number (if available) Description of the complaint Details on the complaints-handling process We acknowledge all complaints immediately upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint. The final decision on the complaint will be provided in written form. We are committed to resolve complaints within max. 10 working days, but this will not be possible on all occasions. In case our review exceeds this time period, we will contact you to inform you of the causes of the delay, and indicate to you when we expect to be in a position to complete our review of the complaint. In case you are dissatisfied with the manner in which your complaint has been handled, you have the right to refer the matter to one of the following bodies: Bundesverband Deutscher Banken (BDB) Postfach 04 03 07, 10062 Berlin +49 (0) 30 1663-3166 firstname.lastname@example.org Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin) Marie-Curie-Straße 24, 60439 Frankfurt am Main +49 (0) 228 41080 email@example.com As a purely precautionary measure and in addition to your right to refer to one of the aforementioned bodies, we would like to point out that you also have the option of taking a civil action to resolve the dispute. For more detailed information on the complaints-handling process at VTB Bank (Europe) SE, please refer to our document "Information on the Complaints-Handling Process"