COMPLAINTS MECHANISM

Article 1 - Definitions.

In this grievance procedure, the following terms shall have the following meanings:
(i) Complaint: any written expression of dissatisfaction by or on behalf of the client against the lawyer or the persons working under his responsibility regarding the conclusion and execution of a contract for services or the quality of services;
(ii) Complainant: The client or client's representative filing a Complaint;
(iii) Complaints Officer: The person who handles the Complaint.

Article 2 - Scope of application

This complaint procedure applies to any contract of engagement between ARM Abogados and the client. Every client has the right to complain about the way in which an employee of ARM Abogados has behaved towards him or another.

Article 3 - Objectives.

The purpose of this grievance procedure is to:
a. establishing a procedure to deal with client complaints in a constructive manner;
b. maintaining and improving service quality through complaint analysis;
c. to ensure prompt, careful and free handling of complaints.

Article 4 - Information at the start of service provision

• This complaint procedure is publicly available on the website of ARM Abogados (www.arm-abogados.com).
• The client will be informed of this complaint procedure at the start of the service through the engagement letter.
• Complaints referred to in Article 1 that are not resolved after treatment may be submitted to the competent authority in the Netherlands or Spain, depending on the applicable choice of law in the agreement.

Article 5 - Filing a complaint

At a minimum, the complaint should include:

• the name and address of the complainant;
• the date the complaint was filed;
• A description of the conduct against which the complaint is directed.
  The complaint may be submitted in writing to the complaint officer:
  Mr. Adolfo Ramos Molina, ARM Abogados.

Article 6 - Internal complaint procedure

1. If a client approaches the firm with a complaint, it will be directed to the designated complaint officer.
2. The complaint officer shall give the complainant an opportunity to explain his/her complaint.
3. The complaint officer will attempt to work with the complainant to reach a resolution.
4. The complaint officer will handle the complaint within four weeks of receipt. If this is not possible, the complainant will be notified, stating the reason for delay and the new deadline.
5. The complaint officer shall notify the complainant in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
6. The decision of the complaint officer cannot be appealed or appealed.

Article 7 - Registration and analysis of complaints

• The complaint officer records the complaint with associated complaint topics.
• Complaints are analyzed annually for service improvement.
• Complaints are kept confidential and retained for at least five years.

Article 8 - Contact and final provisions

• For information about this complaint procedure, please contact the complaint officer at the contact form on our website or by phone.
• The services of ARM Abogados are subject to the general terms and conditions (https://arm-abogados.com/algemene-voorwaarden/).
• These regulations shall take effect as of June 1, 2025.