Compliant Procedure

MyConnect Properties Investor & Client Complaint Procedure
MyConnect Properties is committed to delivering exceptional service and maintaining the highest standards of integrity and transparency. We welcome feedback and take all complaints seriously. This procedure outlines how investors or clients can raise concerns, how we will handle them, and what to expect throughout the process.

1. Purpose
To ensure all complaints are handled fairly, promptly, and confidentially, and that we learn from feedback to continually improve our services and investor relations.

2. Scope
This procedure applies to all MyConnect Properties investors, clients, or their authorised representatives who wish to lodge complaints regarding any aspect of our services, including but not limited to:

• Investment performance
• Reporting or communication issues
• Breaches of contractual obligations
• Professional conduct
• Any other dissatisfaction with our operations

3. Definitions

• Complaint: Any expression of dissatisfaction, whether oral or written, about MyConnect Properties’ products, services, staff or the handling of an investor’s/ client’s affairs.
• Complainant: An investor or client (or their authorised representative) who files a complaint.

4. How to Lodge a Complaint

Investors or clients may submit a complaint by any of the following methods:

Method	Details
Email	hello@myconnectproperties.com

Please include:

1. Your name and contact details
2. Investor or client account/reference number
3. Nature and date(s) of the issue
4. Relevant supporting documents or communications
5. Desired outcome or resolution

Anonymous complaints will be logged and assessed where possible, but our ability to investigate may be limited.

5. Complaint Handling Process

1. Acknowledgment (within 3 business days)
   We will send a written acknowledgment confirming receipt of your complaint and providing you with a reference number.
2. Assessment & Investigation (within 15 business days)
   The Complaints Officer reviews the complaint to understand its nature and scope, gathers relevant facts, and liaises with any staff or departments involved.
3. Preliminary Response / Clarification (if needed)
   If additional information is required, we will contact you within 7 business days of acknowledgment to clarify details.
4. Formal Response (within 20 business days)
   You will receive a written outcome detailing:
   • Our findings
   • Any corrective actions taken or proposed
   • Timeline for resolution (if further work is needed)
   • Your right to escalate

If we need more time (e.g. complex investigations), we will inform you of the expected new timeframe and reasons.

6. Escalation

If you are dissatisfied with our response, you may escalate:

1. Senior Management Review
   Write to the Head of Investor Relations at pappy@myconnectproperties.com within 10 business days of receiving our formal response.
2. Independent Ombudsman
   If resolution remains unsatisfactory, you have the right to refer your complaint to the UK Financial Ombudsman Service (FOS):
   • Website: www.financial-ombudsman.org.uk
   • Phone: 0800 123 9123
   • Address: South Quay Plaza, 183 Marsh Wall, London E14 9SR

Please note FOS may have eligibility criteria and time limits for referral.

7. Confidentiality & Data Protection

All complaints are treated confidentially in accordance with our Data Privacy Policy. Personal data will be processed only for the purposes of complaint handling, using secure systems, and retained only as long as necessary.

8. Continuous Improvement

We analyse all complaint data quarterly to identify trends, implement corrective actions, and improve policies, procedures, and training.