Complaint Policy

SIA "Oferta Finance" strives to provide professional and fair financial intermediation services. If a client is dissatisfied with our services or the cooperation process, we encourage them to submit a complaint so the situation can be evaluated and resolved.

1. Purpose of the Policy

The purpose of this policy is to ensure a clear and transparent process for how complaints are received, evaluated, and resolved regarding:

• broker activities
• cooperation with financiers
• partner or agent activities
• quality of customer service
• other service-related matters

2. What Can Be Complained About

A complaint may relate to:

• the financing process
• communication with a broker
• cooperation with partners or agents
• quality of information provided
• potential unethical or inappropriate conduct

3. Submitting a Complaint

Complaints can be submitted in writing by sending an email to:

info@oferta.finance

It is recommended to include:

• full name
• company name
• contact information
• description of the situation
• any available evidence or documents

4. Complaint Review Process

Upon receipt of a complaint:

• The complaint is registered in the company's internal system
• An initial assessment is conducted
• Additional information is requested if necessary
• The actions of the involved parties are evaluated

5. Response Timeframe

SIA "Oferta Finance" aims to respond to complaints within 15 business days of receipt.

If the situation is more complex and requires further investigation, the client will be informed about the extension of the process.

6. Actions After Evaluation

Depending on the evaluation, the following measures may be taken:

• providing additional clarification to the client
• process improvement
• evaluation of the cooperation partner
• evaluation of broker or agent conduct

7. Confidentiality

All information related to a complaint is processed confidentially and used solely for the purpose of reviewing the complaint.