1.  Purpose

From time-to-time, despite its greatest efforts, EXPEND LIMITED (the “Company”) may receive complaints. The Policy is designed to highlight the importance of consistently handling complaints in a positive and productive manner. The Company recognises that it must handle each complaint promptly and fairly in line with the principle of fair treatment of customers.

2.  Scope

The procedures and principles set out herein must be followed at all times by the Company and all its employees, agents, contractors, consultants, temporary staff, casual or agency staff, or other suppliers or data processors (hereafter referred to as“Staff”) working for or on behalf of the Company.

3.  Complaints Investigation

Johnny Vowles is responsible for the investigation and resolution of any client complaints.

The Company will assess any complaint made towards it fairly, consistently and promptly, and fully document the complaint and the resolution.

When a complaint is received, the Company will respond to the complainant to acknowledge it has successfully received the complaint and that it will be dealt with promptly.

The Company will then assess the complaint to determine whether it appears to have any merit. If the complaint is found to be without merit, the complainant will be notified and the complaint closed. If the complaint is found to have merit, an investigation process will be undertaken.

If the investigation reveals culpability of any kind, it will take appropriate action consistent with applicable laws, regulations and Company policies and procedures.

The Company will maintain records relating to all complaints and their resolution.

4.  Complaint Recordkeeping

Complaints will be recorded and stored for a period of 5 years.

Details recorded will include:

• All documents and written communication relevant to the client complaint.

• Written summaries of any internal conversation concerning the client complaint.

• Written summaries or audio recording of any telephonic conversations about the complaint with the client.

• Documentation and summary of the resolution of the complaint.

5.  Responding to the Complaint

The Company’s response to the complaint will include an explanation of the assessment. Where it was determined that remedial action was appropriate, the response will detail the action that will be undertaken.

The response should also include instructions on how to escalate the complaint if the individual is not satisfied with the response or how your complaint has been handled.