Capital Mint – Complaint Handling Policy

Date: February 2026

1. Purpose and Scope

Capital Mint is committed to maintaining the highest standards of client service, integrity, and regulatory compliance. This Complaint Handling Policy sets out the procedures by which Capital Mint receives, records, investigates, and resolves complaints in a fair, transparent, and timely manner.

This Policy applies to all complaints made by clients or prospective clients in relation to products, services, conduct, or any alleged failure by Capital Mint to meet its contractual, or professional obligations.

2. Definition of a Complaint

For the purposes of this Policy, a complaint means:

Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a client, relating to the provision of, or failure to provide, a financial service or product by Capital Mint.

Complaints may be submitted by email or in writing.

3. How to Submit a Complaint

Complaints should be submitted in writing to:

Email: Complaints@capitalmint.io

To enable a prompt and effective investigation, complainants should provide:

• Full name
• Residential or business address
• Contact telephone number
• Account reference (where applicable)
• A clear and detailed description of the complaint
• Copies of any supporting documentation
• A description of the resolution sought

Where necessary, Capital Mint may request further information to properly assess the complaint.

4. Acknowledgment of Complaints

Capital Mint will:

• Acknowledge receipt of a complaint in writing within five (5) Business Days of receipt.
• Confirm that the complaint is being investigated.
• Provide contact details of the individual or department handling the matter.

5. Investigation Process

All complaints will be:

• Investigated competently, diligently, and impartially.
• Assessed fairly, consistently, and promptly.
• Handled by individuals who are appropriately trained and, where possible, independent from the subject matter of the complaint.

The investigation may include:

• A review of relevant client files, communications, transaction records, and internal documentation.
• Consideration of applicable laws, regulations, contractual obligations, and internal policies.
• Analysis of similar complaints or systemic issues.
• Consultation with relevant employees or departments.

Capital Mint will make reasonable efforts to ensure that the investigation is proportionate to the nature, complexity, and seriousness of the complaint.

6. Ongoing Communication

If a complaint has not been resolved within four (4) weeks of receipt, Capital Mint will provide the complainant with a written update outlining:

• The current status of the investigation; and
• The reasons for any delay.

7. Final Response

Capital Mint will issue a final response within eight (8) weeks of receiving the complaint.

The final response will:

• Clearly state the outcome of the investigation.
• Provide a reasoned explanation of the decision reached.
• Set out any remedial action or redress offered (if applicable).
• Specify any settlement terms or corrective measures to be implemented.

If Capital Mint is unable to provide a final response within eight weeks, the complainant will receive a written explanation detailing:

• The reasons for the delay; and
• The expected timeframe for issuing a final response.

8. Resolution and Redress

Where a complaint is upheld, Capital Mint will take appropriate remedial action, which may include:

• Corrective operational measures;
• Financial redress, where appropriate;
• An apology or formal acknowledgment of error;
• Amendments to procedures to prevent recurrence.

Any redress offered will be fair, reasonable, and proportionate to the circumstances of the complaint.

9. Record Keeping

Capital Mint will maintain comprehensive records of:

• All complaints received;
• Correspondence and evidence considered;
• Investigation findings;
• Outcomes and redress provided.

Complaint records will be retained in accordance with applicable regulatory and legal record-keeping requirements.

11. Governance and Oversight

Senior management is responsible for oversight of the complaint handling framework. Capital Mint will:

• Monitor complaint trends and root causes;
• Take appropriate corrective and preventative action;
• Ensure ongoing staff training;
• Periodically review this Policy