Complaints

Complaints handling policy of Arev Securities hf.

It is Arev's policy that complaints and other similar client enquiries receive a prompt, efficient, objective and fair resolution. The policy is based on the basis of Article 6 of Regulation no. 353/2022 on sound and prudent business practices, relations with clients and handling of complaints, in accordance with Article 19 of the Law on Financial Undertakings, No. 161/2002, and Law No. 115/2021, and in line with the requirements of Delegated Regulation (EU) No 2017/565.

Purpose

The purpose of the policy is to ensure a transparent, fair and efficient process for the registration and handling of complaints received. Through the targeted processing of complaints, the aim is to rectify matters for the complainant where appropriate and to improve client service. Furthermore, the policy aims to ensure that the handling of complaints is in accordance with sound and proper business practices and customs in the financial markets.

Complaint notification.

Should a client wish to lodge a complaint regarding the services of Arev Securities hf., it may be submitted in various ways, such as by email (regluvordur@arev.is), by post, by telephone or in person. A record must be kept of complaints received and how they are handled.

Handling of complaints.

1. A complaint received shall be acknowledged by Arev, and the client shall be provided with information about the handling of complaints.
2. Processing
   All complaints will be responded to as quickly as possible and no later than within four weeks of receipt of a confirmed complaint. If it is not possible to respond to a complaint within the above time frame, the client will be informed of the delay, the reasons for it, and when a response can be expected. If further information or documentation is required to enable a position to be taken on the complaint, it will be requested from the client and, where applicable, they will be informed of the timeframe within which it is required. Once the substance of the complaint has been assessed and reviewed, the client will be informed in a clear and unambiguous manner. If a client's complaint is not fully upheld, a written explanation of Arev's position shall be provided to the client.

Information for clients.

This policy is published in an accessible manner on Arev's website, in accordance with the provisions of Article 7 of the rules on fair and sound commercial practices, client relations and complaint handling no. 353/2022.

Monitoring and information provision.

The Compliance Officer monitors adherence to this policy. The Compliance function conducts an annual review of complaint handling and provides an annual report on complaint handling to the Board and the Financial Supervisory Authority of the Central Bank of Iceland.

Approved by the board of Arev 27 March 2026