Menroc Asset Management is committed to handling complaints fairly, promptly and transparently. We recognise the importance of listening to concerns, reviewing them carefully and responding in a clear and respectful manner.

Our complaints handling process is intended to support timely resolution and to ensure that complaints are assessed consistently and appropriately.

If you are dissatisfied with any aspect of our services, communications or conduct, you may make a complaint by contacting us using the details provided below.

To help us assess the matter efficiently, please provide enough detail for us to understand your concern and, where relevant, the outcome you are seeking.

When submitting a complaint, it may be helpful to include:

• your name and contact details
• a clear description of the complaint
• relevant dates, events or circumstances
• supporting documents or correspondence, if available
• the outcome or resolution you are seeking

Once a complaint is received, we will review the issues raised and consider the information available to us. Where appropriate, we may make further enquiries or request additional information in order to assess the matter properly.

Our aim is to handle complaints objectively and in a manner that is consistent with the nature, complexity and circumstances of the matter raised.

Complaints are assessed having regard to the circumstances of the matter, the information provided and any relevant internal records, policies or procedures. We aim to review complaints fairly and to consider each matter on its own facts.

Depending on the nature of the complaint, our review may include:

• reviewing relevant communications and records
• considering the issues raised and the surrounding circumstances
• seeking clarification or additional information where needed
• considering whether any corrective action or follow-up is appropriate

We aim to respond to complaints within a reasonable timeframe. The time required may vary depending on the nature, complexity and circumstances of the complaint.

Where appropriate, we may acknowledge receipt of your complaint, request further information or provide updates if additional time is required to complete our review.

After completing our review, we will communicate the outcome of the complaint and, where relevant, any steps we propose to take in response.

If you are not satisfied with our response, you may have the right to seek further review or raise the matter with an external body, depending on the nature of the complaint and the services involved.

In some circumstances, complaints may be capable of being referred to an external dispute resolution body, regulator or other authority. The availability of these options will depend on the nature of the complaint and the applicable legal or regulatory framework.

Where relevant, further information about available escalation pathways may be provided following our review.

If you would like to make a complaint or discuss a concern, please contact Menroc Asset Management using the details below.

• Menroc Asset Management