Documents

• information about the complaint,
• the complainant's supporting evidence,
• the complainant's desired outcome,
• the complainant's contact details for sending the decision and outcome.

Project owners and Investors may submit complaints about Capitalia services free of charge. Capitalia also reviews and processes submitted complaints free of charge.

If the complaint concerns Capitalia services and is submitted in the required format, but the complainant lacks certain information or evidence, Capitalia will request that information from the complainant to provide a specific response to the complaint.

No later than 5 Business Days after receiving a complaint, Capitalia sends the complainant a notice confirming receipt and that a response will be provided within 30 days from receipt of the complaint. The notice also includes contact details of the person responsible for handling the complaint.

Capitalia will seek to resolve all complaints within 30 days. If for objective reasons Capitalia cannot provide a response within 30 days, Capitalia has the right to extend the response deadline by informing the complainant of the extension and its reasons. The total response period must not exceed 60 days from the date the complaint was submitted.

The response is sent to the complainant's email address indicated in the complaint, or in writing if such request is made in the complaint. The response includes the rationale for the decision and, where relevant, alternative options where the complaint may be reviewed.