Complaints Handling Procedure

Instructions

Andaria (“Us/We”) strives to provide its customers (“You”) with an outstanding service and excellent customer care. We also value customer complaints as it assists us to improve the way we operate and deliver our services, always striving to improve. Thus, if you have a complaint, please do not hesitate to contact us in the manner set out below and we will do our utmost to resolve your issue.

We aim to maintain the highest standards of quality in the service rendering and will hence take all necessary steps to ensure that any issues material
to a complaint are not repeated in the future.

2. How to Place a Complaint

If you are dissatisfied with our products and/or service, you may lodge a Complaint by sending an e-mail to: complaints@andaria.com

In order to help us understand and deal with your complaint as quickly as possible, please ensure that the complaint contains a clear description of the
facts surrounding your complaint, supported by documents/ evidence where possible. You are also requested to indicate the remediation being sought.

Upon receipt of a compliant, an e-mail of acknowledgement will be sent to you within two working days.

3. Dealing with Your Complaint

We will then investigate the matter and strive to provide you with a final response without delay, and in any case, by no later than fifteen (15) working days from the date of the submission of the complaint. In the unlikely event that a final response cannot be provided within the expected time limits, you will be provided with information regarding the causes of such delay and an indication of when the investigation is likely to be completed.

4. Further Options

Andaria Financial Services Limited:

If, upon receiving our final decision, you are still dissatisfied with our resolution, and you are considered as an eligible complainant, you may escalate
your complaint to the Office of the Arbiter of Financial Services (‘Arbiter’).

Contact details of the Arbiter are as follows:

Address: The Office of the Arbiter for Financial Services 1st Floor, St Calcedonius Square, Floriana FRN 1530 Malta

Website: https://financialarbiter.org.mt/oafs/complaint

Freephone: 8007 2366

Andaria Financial Services UK Limited:

If, upon receiving our final decision, you are still dissatisfied with our resolution, and you are considered as an eligible complainant, you may escalate
your complaint to the Financial Ombudsman Service, by means of online submission via: https://www.financial-ombudsman.org.uk/