Vista Advisers Limited — Complaints Procedure

1. Our Commitment

Vista Advisers Limited is committed to providing a high standard of professional service.

We recognise that, despite our best efforts, concerns or misunderstandings may occasionally arise. If this happens, we encourage clients to let us know as soon as possible so that we have the opportunity to investigate the matter fairly, respond promptly and, wherever possible, resolve it to the client’s satisfaction.

For the purposes of this procedure, a complaint is any expression of dissatisfaction, whether oral or written and whether justified or not, about the service Vista has provided.

We regard complaints as an opportunity to improve our service and strengthen our relationships with clients.

2. How to Make a Complaint

If you wish to make a complaint, please contact us using any of the following methods:

Compliance Contact Vista Advisers Limited 2 Redwood Grove Blackrock County Dublin A94 Y058

Email: compliance@vistaadvisers.ie Telephone: +353 1 556 3977

If possible, please provide:

1. your name and contact details;
2. a description of your complaint;
3. the relevant dates;
4. copies of any supporting documentation.

3. How We Will Deal With Your Complaint

Upon receipt of your complaint we will:

1. acknowledge your complaint in writing within five business days of receipt;
2. provide you with the name of one or more individuals dealing with your complaint;
3. investigate the matter objectively and fairly;
4. provide you with a written update on the progress of our investigation at intervals of not more than twenty business days;
5. seek to complete our investigation and provide a written response within forty business days of receiving your complaint.

Where additional information is required, we may contact you during our investigation.

Where we are unable to resolve your complaint within forty business days, we will write to you to explain the reasons for the delay, indicate when we expect to conclude our investigation, and inform you of your right to refer the matter to the Financial Services and Pensions Ombudsman.

Our objective is always to resolve complaints as quickly and fairly as possible.

4. Our Complaints Process

Our investigation will normally include:

1. reviewing the relevant client file;
2. considering correspondence and documentation;
3. speaking with those involved where appropriate;
4. considering applicable legal and regulatory obligations.

Where we conclude that an error has occurred, we will explain what happened and what steps we propose to take.

5. Financial Services and Pensions Ombudsman

If you remain dissatisfied after our investigation has been completed, you may be entitled to refer your complaint to the:

Financial Services and Pensions Ombudsman Lincoln House Lincoln Place Dublin 2 D02 VH29 Ireland

Website: www.fspo.ie Telephone: +353 (0)1 567 7000

The Ombudsman provides an independent service for resolving complaints, free of charge to the complainant. Referral to the Ombudsman is subject to its own rules and eligibility criteria, including time limits within which a complaint must be made.

6. Record Keeping

Vista maintains records of all complaints and the steps taken to resolve them, in accordance with applicable legal and regulatory requirements and our Record Retention Policy.

Information relating to complaints will be processed in accordance with our Privacy Notice.

7. Review

Vista reviews complaints periodically to identify trends, improve processes and enhance the quality of the services we provide.