Complaints Procedure

We take every complaint seriously. If you are dissatisfied with a service, conduct, or decision by Finaxum, please contact us in the first instance: Finaxum GmbH Attn: Complaints Management Grüneburgweg 18, 60322 Frankfurt am Main, Germany Email: beschwerde@finaxum.de Phone: +49 69 9999 8888 (Mon–Fri, 09:00–17:00 CET) We will acknowledge receipt of your complaint within two business days and endeavour to provide a full response within four weeks. For complex matters, we will inform you of the expected processing timeline.

If you are unsatisfied with our response or we have rejected your complaint, you may contact the out-of-court dispute resolution body: Ombudsmann für Wertpapiergeschäfte beim Deutschen Aktieninstitut e.V. Niedenau 13–19, 60325 Frankfurt am Main, Germany Phone: +49 69 2272 84-0 Email: ombudsmann@dai.de Website: www.dai.de/ombudsmann The ombudsman procedure is free of charge for consumers. It can only be used if you have first pursued the internal complaints process with Finaxum and this has been unsuccessful, or if Finaxum has not responded to your complaint within eight weeks.

Independently of the ombudsman procedure, you have the right to file a complaint directly with the Federal Financial Supervisory Authority (BaFin): Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin) Graurheindorfer Str. 108, 53117 Bonn, Germany Website: www.bafin.de/beschwerde Phone: +49 228 4108-0 BaFin conducts supervisory proceedings and is not an arbitration body; however, it may take supervisory action against Finaxum if complaints prove to be justified.

The European Commission provides an Online Dispute Resolution (ODR) platform for consumers and businesses to resolve disputes out of court: https://ec.europa.eu/consumers/odr/ Finaxum is not willing or obligated to participate in dispute resolution proceedings before a consumer arbitration body, with the exception of those listed above (Ombudsman for Securities).

For all complaints: — Acknowledgement: within 2 business days — Full response: within 4 weeks — In case of delay: written interim notification — Documentation: All complaints are retained for a minimum of 5 years (§ 80 WpHG) — Complaints register: Finaxum maintains an internal complaints register in accordance with MiFID II requirements

As of April 2026 · Finaxum GmbH · Frankfurt am Main