Document Information – This document will be stored in accordance with the record keeping policy of the Company.

Complaints Management Policy Review – This document and appendices will be reviewed every year and all appropriate amendments will be made.

1. Purpose Of Policy

At 7th Haven, we are dedicated and enthusiastically driven to ensure satisfaction of our Customers. Customer feedback is important to us. We are committed to providing a clear and fair process for handling complaints. We always aim to provide a high sense of satisfaction for our customers when they use our services.

2. Provisions of the Complaint

a. Where a customer is dissatisfied with any of the products or services of the Company and wishes to make a complaint, such a customer may make a complaint by sending an email to support@7thaven.com or use the 7th Haven Bot on the website.

b. Complaints shall be provided not later than 3 (three) months after the Customer has become aware of the circumstances that he/she wishes to complain about.

c. The Complaint must contain the following information:

• Full name of the Customer;
• Date of birth or personal code;
• Residential address;
• E-mail address and contact phone number;
• Complaint date;
• Date of occurrence of event occasioning the complaint;
• Reason for the complaint;
• Proposal(s) for a resolution of the complaint.

d. Complaints are processed after the Customer’s identity is verified by means acceptable to 7th Haven.

3. PROCEDURE FOR COMPLAINTS MANAGEMENT

The Officer in charge of managing the complaint is required to carry out the following actions:

a. Registering the complaint:

• Registering the complaint in the complaints register.
• Letting the complainant know in writing that their complaint has been received and providing them with information about the process and time frame.

b. Examining facts relating to the complaint: investigate the complaint within 5 working days of receiving the complaint.

c. Informing the complainant in writing within 7 working days of the complaint received. Generally, complaints or appeals will be investigated and resolved within 20 working days of being received. In the event that this time frame cannot be met, the designated 7th Haven Officer will inform the Complainant in writing of the reasons why, and of the proposed time within which the complaint raised will be resolved.