<h2><span>1.</span><span> General provisions</span></h2>
<div class="row"><span> </span><div class="level-1">1.1.</div><p>The purpose of Crowdestate’s Handling of the Client Complaints procedure is to define a Complaint and to define how a Client can submit a Complaint, what information must be included in the Complaint, how quickly and how a response to the Complaint shall be provided, and what are the rights of a Client if Crowdestate's response is not acceptable to the Client.</p></div>
<div class="row"><span> </span><div class="level-1">1.2.</div><p>The Client may file a complaint with Crowdestate in any case where the Client is dissatisfied with Crowdestate's services or activities.</p></div>
<div class="row"><span> </span><div class="level-1">1.3.</div><p>Crowdestate shall handle the Client’s Complaint in a transparent, competent, diligent and timely manner.</p></div>
<div class="row"><span> </span><div class="level-1">1.4.</div><p>Crowdestate shall ensure that, in the case of Complaints addressing similar situations or circumstances, the decisions taken are consistent and coherent unless Crowdestate justifies a particular decision’s deviation from the previous ones.</p></div>
<div class="row"><span> </span><div class="level-1">1.5.</div><p>Crowdestate shall use clear, simple and easily understandable language when communicating with the Client.</p></div>
<div class="row"><span> </span><div class="level-1">1.6.</div><p>Crowdestate shall use either Estonian or English (depending on the language of the Complaint) when communicating with the Client. If Crowdestate provides a cross-border service and the law of the destination country requires communication in the language of the Complaint, Crowdestate shall draft a response in the language of the Complaint.</p></div>
<div class="row"><span> </span><div class="level-1">1.7.</div><p>Client Complaints will be submitted and processed free of charge.</p></div>
<h2><span>2.</span><span> Submitting a Complaint</span></h2>
<div class="row"><span> </span><div class="level-1">2.1.</div><p>The Client can submit a Complaint and supporting documentation to Crowdestate through the standard online form on Crowdestate's website. This web form complies with Regulation (EU) 2020/1503 of the European Parliament and of the Council of 7 October 2020 on European Crowdfunding Service Providers. The complaint form can be found on the Crowdestate website <a href="https://www.crowdestate.eu">www.crowdestate.eu</a>. Complaints submitted via the website shall be automatically forwarded to Crowdestate's Investor Support Specialists (contact: Crowdestate AS, Müürivahe 17-2, 10140 Tallinn, Republic of Estonia, e-mail: <a href="mailto:info@crowdestate.eu">info@crowdestate.eu</a>) and do not need to be addressed or further sent by the Complainant.</p></div>
<div class="row"><span> </span><div class="level-1">2.2.</div><p>The Complaint must unambiguously state the grounds on which the Complaint is based and must provide the relevant evidence. If a Complainant's representative submits the Complaint, the Complaint must be accompanied by a document proving the rights of representation.</p></div>
<div class="row"><span> </span><div class="level-1">2.3.</div><p>The Client may file a Complaint in any language in which the Key Investment Information Sheet or marketing materials have been published.</p></div>
<h2><span>3.</span><span> Handling of the Complaint</span></h2>
<div class="row"><span> </span><div class="level-1">3.1.</div><p>Crowdestate shall treat the Complainant, and the Complaint received, including the claims contained therein, without prejudice and with respect.</p></div>
<div class="row"><span> </span><div class="level-1">3.2.</div><p>Upon receipt of a Complaint, the Complaint Handler shall assess the clarity, completeness and relevance of the Complaint. Crowdestate shall acknowledge receipt, completeness and relevance of the Complaint in writing to the Complainant as soon as possible, but in at least ten business days. The acknowledgement shall include, inter alia:</p></div>
<div class="row"><span> </span><span> </span><div class="level-2">3.2.1.</div><p>The name of the person or department handling the Complaint and the contact details (email and telephone number) to whom the Client can address any questions regarding the Complaint;</p></div>
<div class="row"><span> </span><span> </span><div class="level-2">3.2.2.</div><p>the time limit within which Crowdestate shall decide and respond on the substantiation of the Complaint.</p></div>
<div class="row"><span> </span><div class="level-1">3.3.</div><p>If the Complaint is found to be irrelevant, the Complaint Handler shall provide the Complainant with an easily understandable explanation of why the Complaint was found to be irrelevant.</p></div>
<div class="row"><span> </span><div class="level-1">3.4.</div><p>Complaints shall be qualified as irrelevant if one or more of the following conditions are met:</p></div>
<div class="row"><span> </span><span> </span><div class="level-2">3.4.1.</div><p>The Complaint is made by an anonymous person or a non-Client;</p></div>
<div class="row"><span> </span><span> </span><div class="level-2">3.4.2.</div><p>The Complaint does not clearly identify the content of the Complaint, and/or the necessary evidence has not been attached to the Complaint;</p></div>
<div class="row"><span> </span><span> </span><div class="level-2">3.4.3.</div><p>The Complaint is submitted through a representative, and all the documents proving the right of representation have not been attached;</p></div>
<div class="row"><span> </span><span> </span><div class="level-2">3.4.4.</div><p>The Complainant has previously filed a similar Complaint, and the previous Complaint has already been resolved.</p></div>
<div class="row"><span> </span><div class="level-1">3.5.</div><p>Crowdestate shall decide on the substantiation of the Complaint submitted by the Client, who is a private person, as soon as possible, but not later than 15 (fifteen) calendar days from the date of receipt of the Complaint. Crowdestate shall decide on the substantiation of the Complaint submitted by a Client who is a legal person as soon as possible, but not later than 30 (thirty) calendar days from the date of receipt of the Complaint.</p></div>
<div class="row"><span> </span><div class="level-1">3.6.</div><p>A response to the Complaint shall be provided to the Complainant in English or Estonian (depending on the language of the Complaint) regarding all claims made in the Complaint. If Crowdestate disagrees (in whole or in part) with the Client's claims, Crowdestate shall provide a detailed statement of its position in its response. If Crowdestate provides a cross-border service and the law of the destination country requires communication in the language of the Complaint, Crowdestate shall respond in the language of the Complaint.</p></div>
<h2><span>4.</span><span> Dissenting opinions</span></h2>
<div class="row"><span> </span><div class="level-1">4.1.</div><p>If the solution offered by Crowdestate is not acceptable to the Client or if, as a result of the procedure, Crowdestate disagrees with the Client, and it is not possible to reach a compromise satisfactory to the parties, the Client, who is a private person has the right to turn to the Consumer Protection and Technical Surveillance Authority (Endla 10A, Tallinn 10122, e-mail <a href="mailto:avaldus@komisjon.ee">avaldus@komisjon.ee</a>, phone +372 620 1707) for an independent assessment and/or dispute resolution. The Commission's rules of procedure can be found at <a href="https://www.ttja.ee">https://www.ttja.ee</a>.</p></div>
<div class="row"><span> </span><div class="level-1">4.2.</div><p>To exercise their rights and obtain a further opinion, Clients can also contact:</p></div>
<div class="row"><span> </span><span> </span><div class="level-2">4.2.1.</div><p>Finantsinspektsioon (Sakala 4, Tallinn 15030, e-mail <a href="mailto:info@fi.ee">info@fi.ee</a>),</p></div>
<div class="row"><span> </span><span> </span><div class="level-2">4.2.2.</div><p>In the event of a Complaint concerning the processing of personal data, to the Data Protection Inspectorate (Väike-Ameerika 19, Tallinn 10129, e-mail <a href="mailto:info@aki.ee">info@aki.ee</a>), or.</p></div>
<div class="row"><span> </span><span> </span><div class="level-2">4.2.3.</div><p>The court.</p></div>
<h2><span>5.</span><span> Retention of documents relating to the Complaint</span></h2>
<div class="row"><span> </span><div class="level-1">5.1.</div><p>The Complaint and the documents related to its processing shall be stored digitally in Crowdestate's document management system for at least 3 (three) years after the Complaint has been resolved by Crowdestate.</p></div>

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