Noah LV SIA

1. HOW TO SUBMIT A COMPLAINT

1.1. You can complain to Noah LV SIA, registration number 40203762919, Antonijas iela 21, Rīga, LV-1010, Latvia, if you believe that Noah has provided a crypto-asset or payment service improperly, or has affected your rights or legitimate interests under a contract for those services. You can complain yourself or through a representative.

1.2. This procedure does not cover other claims, court actions, or requests to perform a contract, to provide information, or to give an explanation. It also does not cover a matter that is not supervised by Latvijas Banka or that is outside Noah’s responsibility.

1.3. Send the complaint in one of these ways:

1.3.1. by email to support@noah.com;

1.3.2. through the form on noah.com;

1.3.3. on paper to Antonijas iela 21, Rīga, LV-1010, Latvia.

1.4. Write the complaint in Latvian or English. If it arrives in another language, Noah asks for a Latvian or English translation, and the time limits below start when that translation arrives. This procedure is available on Noah’s website in Latvian and English.

1.5. Include at least the following:

1.5.1. the date of the complaint;

1.5.2. your name and, for a company, its registration number. If a representative writes, also give the representative’s name and the basis of representation;

1.5.3. your contact details and how you want to receive the answer;

1.5.4. what happened, including what Noah did or did not do;

1.5.5. what you are asking Noah to do;

1.5.6. a list of the documents you attach.

1.6. A representative also sends a power of attorney or an equivalent document, and a copy of the representative’s identity document.

1.7. Noah does not examine the complaint if the same matter is already being reviewed by Noah, Latvijas Banka, the Consumer Rights Protection Centre, a court, or another authority, or if a decision has already been made on it. Noah tells you the reason.

1.8. If required information is missing, Noah tells you and pauses the review until you provide it.

2. WHAT HAPPENS NEXT

2.1. Noah confirms receipt in the way you asked. The confirmation states the date of receipt, the time limit for the answer, and the name, email address and telephone number of the person or team you can contact. If you used the form on noah.com, Noah also sends you a copy of the complaint. You can ask for an update at any time. Noah then tells you the stage of the complaint and answers your questions promptly.

2.2. Noah examines the complaint fairly, with you, and looks for an agreed solution where that is possible. The complaint is handled in writing and free of charge, in clear language. You or Noah can ask for a meeting if that would help settle it.

2.3. You can withdraw the complaint in writing. Noah then stops the review.

2.4. Noah sends a written answer as soon as possible, and no later than 15 business days after receiving the complaint. If exceptional circumstances prevent a final answer in that time, Noah sends a holding reply with the reasons and the date of the final answer. That date is no later than 35 business days after Noah received the original complaint.

2.5. Noah writes to you in the language of your complaint, where that language is Latvian or English.

3. THE ANSWER

3.1. Noah sends the answer by email or by post, as you asked, together with any documents.

3.2. The answer includes the date, the reasons for the decision, a list of any attached documents, and the name, position and signature of the person who prepared it.

3.3. If the matter is outside Noah’s responsibility, Noah explains why and, where possible, tells you who can help.

3.4. If Noah does not accept the complaint, or accepts it only in part, the answer explains what else you can do. Those options are set out in Section 4.

4. IF YOU ARE NOT SATISFIED

4.1. If you are a consumer and the complaint is not fully accepted, you can:

4.1.1. apply to a court in Latvia;

4.1.2. complain to Latvijas Banka, Kr. Valdemāra iela 2A, Rīga, LV-1050, https://www.bank.lv, or ask Latvijas Banka for mediation free of charge;

4.1.3. contact the Consumer Rights Protection Centre at https://www.ptac.gov.lv/en;

4.1.4. contact the Data State Inspectorate (Datu valsts inspekcija) at www.dvi.gov.lv, if the matter concerns your personal data.

4.2. If you are not a consumer, you can apply to a court in Latvia.

5. RECORDS

5.1. Noah keeps the complaint, the review file, the outcome and the answer for at least 5 years after the final answer. Noah can keep them for up to 10 years where that is justified.

5.2. This procedure takes effect when the Management Board approves it. The Chief Compliance Officer reviews it at least once a year, and sooner if the service or the law changes.