This procedure outlines how Future Breeze s.r.o. manages customer complaints related to its cryptocurrency services. It covers all transactions involving cryptocurrency-to-fiat and fiat-to-cryptocurrency exchanges through our self-service ATMs. The company is committed to handling each complaint swiftly, transparently, and in accordance with Czech and EU regulations such as Regulation (EU) 2023/1114 on Markets in Crypto-Assets (MiCA), Regulation (EU) 2016/679 on the Protection of Natural Persons with Regard to the Processing of Personal Data (GDPR), Act No. 253/2008 Coll. on Certain Measures Against Money Laundering and Terrorist Financing, Act No. 110/2019 Coll. on the Processing of Personal Data, and Act No. 634/1992 Coll. on Consumer Protection, while also using this feedback to enhance the quality of our services over time.

The purpose of this policy is to guarantee that all grievances are handled promptly, impartially, and clearly. This framework is intended to build trust, increase customer confidence, and foster stronger relationships with clients. It also aims to identify areas for operational and service-related improvements. The Company makes this Complaint Handling Policy publicly available and easily accessible on its official website to ensure transparency for all current and prospective clients.

Any formal dissatisfaction expressed by a customer, relating to the services, staff behavior, or procedures of the company, for which a resolution is anticipated.

An individual or organization submitting a formal report of dissatisfaction regarding a service issue, such as transaction errors, customer service problems, or technical difficulties.

Any party utilizing the company's services, including cryptocurrency purchases, sales, and related operations.

The degree to which customers are content with the services provided, shaped by factors such as ease of use, transaction speed, security, and support quality.

Assistance provided to clients to address inquiries, resolve issues, and deliver a smooth service experience.

A financial operation carried out via Future Breeze s.r.o. ATMs, including but not limited to buying or selling cryptocurrency and fund transfers.

Customer comments, suggestions, or reports—positive or negative—regarding the company's services, used to improve overall quality and customer experience.

The company's mission is to deliver secure, efficient, and user-friendly cryptocurrency exchange services. Targets represent measurable performance goals, such as improved resolution times and customer satisfaction rates.

Level 1 Customer Service (L1) This team serves as the initial contact for receiving and logging complaints. They manage basic issues under established procedures. Complaints beyond their scope or those unresolved in a timely manner are escalated to L2.

Complaint Handling Officer (L2/CHO) The CHO handles escalated or complex complaints. They perform deeper analysis, propose long-term corrective actions, and may serve in a dual role, such as AML Compliance Officer or CEO. The CHO also oversees the complaints procedure's effectiveness and recommends procedural enhancements.

Submitting a complaint is completely free of charge and will never result in any fees or costs for the customer. Complaints can be submitted via the following methods:

To help us process your complaint efficiently, please include: Full name and contact information Date/time/location of the incident Transaction details (amount, crypto/fiat type) Description of the issue Supporting documentation (screenshots, receipts, etc.)

Complaints are acknowledged within 24 hours. Customers receive confirmation using the same method they used to submit their complaint. All communications, including recorded calls, are documented under a unique case reference number, under which the complaint is logged in the internal Complaint Register to ensure traceability. Our internal Complaint Tracking Register stores this data securely and monitors resolution progress. Customers should retain their reference number for future contact. The Company ensures that complaints are handled objectively, impartially and free from conflicts of interest. The Complaint Handling Officer operates independently of the department or employees whose conduct or decision is being challenged.

We thoroughly assess each complaint by examining transaction data and reviewing system logs from the ATM involved. If the issue involves a technical fault, our tech team is consulted to analyze the cause and resolve it. For suspected fraud or unauthorized transactions, a detailed risk assessment is conducted, including patterns like repeated transactions, suspicious addresses, or vulnerable user exploitation. The terms of use available on our website apply to all users. Transparent communication is maintained throughout the investigation process.

We aim to resolve complaints within 15 business days. If more time is required due to complexity, the matter is escalated to L2. Customers will receive regular updates and estimated resolution timelines. Once concluded, the customer will receive a detailed response with: Investigation findings Any corrective action taken (e.g., refund, technical adjustment) A clear explanation if the complaint is not upheld The final response shall also inform the complainant of their right to request a secondary review by the Company.

In cases where the decision of the crypto-asset service provider does not fully satisfy the complainant’s request or only partially satisfies it, the crypto-asset service provider shall clearly state the reasoning behind its decision and provide the complainant with information regarding available means of redress or appeal. Then customers can request a second review by senior staff. Should further escalation be necessary, the complaint may be submitted to an external body such as the Financial Arbiter or a competent regulator.

All complaints and actions taken are recorded and securely stored for a minimum of 10 years in line with EU Regulation 2023/1114 (MiCA) and Czech law. This allows us to audit and improve service performance over time. We routinely analyze complaint trends to detect systemic issues and submit relevant reports to regulators as required.

We treat each complaint as an opportunity for service enhancement. Root cause analysis is performed to refine processes, update systems, and strengthen staff training. The Policy is subject to annual review by the Company's compliance team to ensure that the procedures remain effective, legally compliant, and aligned with evolving business operations and regulatory expectations. As part of this review, the Company also evaluates the effectiveness of the complaints process through regular analysis of resolution times, recurrence of issues, and customer satisfaction indicators, with the goal of continuous improvement.

This policy is published online and is easily accessible. We encourage all customers to familiarize themselves with it. Our support team is always available to guide clients through the complaints process. You can contact us at +48 455 450 165 or podpora@future-breeze.eu.

All information shared during the complaint process is treated as confidential. Access is limited to those directly involved in the case and in accordance with General Data Protection Regulation (GDPR) – Regulation (EU) 2016/679, and Act No. 110/2019 Coll., on the Processing of Personal Data, as amended, which implements and complements the GDPR

Employees responsible for managing complaints receive thorough and ongoing training to ensure they understand procedures and act professionally and efficiently in all interactions.

At Future Breeze s.r.o., we prioritize customer trust and satisfaction. We are committed to resolving issues promptly, professionally, and transparently. Thank you for helping us improve and for trusting us with your cryptocurrency needs.

The complaint form below will be adapted to the online form available on the website.

Please provide any documentation supporting the facts mentioned.

3.c. Date(s) of the facts that have led to the complaint

In ___________________________________(place) on ____________________(date)

Documentation provided (please check the appropriate box):