Complaints Handling Procedure

International Woodland Company ApS and IWC Investment Partners A/S (IWC) have a complaints handling procedure in place to be able to handle client complaints in an efficient, transparent and balanced way in line with applicable laws and regulations.

1. Definition of a Complaint

A complaint is defined as a client’s statement of dissatisfaction addressed to IWC, relating to IWC’s provision of a service or product provided to the client. Requests for information, opinion, clarification or service as well as summons are not complaints.

2. Complaints Handling Procedure

Clients are encouraged to contact their usual IWC contact person first if they are dissatisfied with a service or product provided by IWC. If the client is not satisfied or does not agree with the response to or handling of the complaint, the client can submit a written complaint to IWC’s complaints responsible person, who is Chief Commercial Officer Céline Claudon, by email to [email protected], or by regular mail to:

       International Woodland Company ApS or IWC Investment Partners A/S

       Attn. Chief Commercial Officer, Céline Claudon

       Scherfigsvej 10, st.th.

       DK-2100 Copenhagen Ø, Denmark

3. Timelines for Complaints Handling

IWC undertakes to:

• Within a maximum of three (3) business days from receipt, send a confirmation of receipt, unless the response itself is forwarded to the client within this time frame
• A maximum of two (2) months between the complaint receipt date and the forwarding of a response to the client, except in the event of special, duly justified circumstances.