1. Introduction

Monte Edge Capital is committed to providing high-quality services to its clients. However, we recognize that there may be occasions when clients feel dissatisfied with the service received. This Complaints Handling Policy outlines the process for addressing and resolving complaints promptly and fairly.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the provision of, or failure to provide, a financial service or a related service or product, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience.

3. How to Make a Complaint

Step 1:

Initial Contact

Clients are encouraged to first contact their account manager or customer support representative to resolve any issues. They can be contacted via:

• Email: support@monteedge.com

• Phone: +85281931914

Step 2:

Formal Complaint Submission If the issue is not resolved to the client’s satisfaction, a formal complaint can be submitted:

• By Email: complaint@monteedge.com

• By Mail: Monte Edge Capital, Room 4, 16F Ho Kim Comm Centre, Hong Kong

4. Information Required

To ensure that the complaint is handled efficiently, clients should provide:

• Full name and contact details.

• Account number (if applicable).

• A detailed description of the complaint.

• Any relevant documentation or evidence.

• The resolution sought.

5. Acknowledgement

Monte Edge Capital will acknowledge receipt of the complaint within five business days. This acknowledgement will include:

• Confirmation of the complaint details.

• The name and contact details of the person handling the complaint.

• An expected timeframe for resolution.

6. Investigation and Resolution

Investigation Monte Edge Capital will thoroughly investigate the complaint. This may involve reviewing relevant documents, contacting the complainant for further information, and consulting with relevant staff members.

Resolution

• A final response will be provided within 8 weeks of receiving the complaint.

• If a resolution cannot be provided within this timeframe, Monte Edge Capital will inform the complainant of the reasons for the delay and provide an updated timeframe.

7. Response

The final response will include:

• A summary of the complaint.

• The outcome of the investigation.

• Any remedial action to be taken (if applicable).

• Information on how to escalate the complaint if the client is not satisfied with the outcome.

8. Escalation

If the client is not satisfied with the resolution provided, they may escalate the complaint to:

• [Relevant Financial Ombudsman or Regulatory Body]

• Contact details for the ombudsman or regulatory body will be provided in the final response.

9. Record Keeping

Monte Edge Capital will keep a record of all complaints and the measures taken for their resolution for at least five years. These records will be reviewed regularly to identify any recurring issues and to improve our services.

10. Continuous Improvement

Monte Edge Capital is committed to continually improving its complaints handling process. Feedback from complaints will be used to enhance our services and address any systemic issues identified.

11. Contact Information

For any questions regarding this Complaints Handling Policy, please contact:

Monte Edge Capital

askme@monteedge.com

+85281931914

Monte Edge Capital Complaints Handling Policy