Complaints Procedure

1. Our Commitment to You

Phoenix Investment Bank (Labuan) Ltd ("Phoenix" or "PIBL") recognizes that clients may, on occasion, have concerns or complaints regarding Phoenix's services, communications, or personnel. Phoenix is committed to handling all complaints professionally, impartially, and in a timely manner.

This Complaints Procedure sets out the process by which clients may raise a complaint with Phoenix, and the steps Phoenix will take to investigate and respond. This procedure is made available to all Phoenix clients and is provided at no charge.

2. What Constitutes a Complaint?

A complaint is any expression of dissatisfaction — whether oral or written — made by a client or eligible complainant regarding:

• A financial service or product provided (or failed to be provided) by Phoenix;
• The conduct, advice, or communication of a Phoenix employee, agent, or representative;
• A delay, error, or administrative failure in connection with a transaction or account;
• The application of fees, charges, or terms of a financial arrangement;
• Any other matter arising from the client's relationship with Phoenix.

3. How to Submit a Complaint

Complaints may be submitted through the following channels:

To help us investigate your complaint as efficiently as possible, please provide the following information when submitting:

• Your full name and contact details;
• Your client reference number or account details (where applicable);
• A clear description of the issue, including relevant dates, amounts, and names of any staff involved;
• Details of any action already taken to resolve the issue;
• Copies of any relevant correspondence, documents, or transaction records.

4. Complaints Handling Process

Stage 1 — Acknowledgement (within 3 business days)

Upon receipt of a complaint, Phoenix will acknowledge it in writing within three (3) business days. The acknowledgement will include the name of the staff member handling the complaint and a reference number for your complaint.

Stage 2 — Investigation (within 15 business days)

Phoenix will conduct a thorough and impartial investigation of your complaint. We aim to provide a full written response within fifteen (15) business days of receiving your complaint. Where the investigation requires more time, Phoenix will notify you in writing of the extended timeline and provide a revised response date.

Stage 3 — Final Resolution

Phoenix's written response will set out:

• The outcome of the investigation;
• The basis for Phoenix's decision;
• Any action Phoenix will take, or has taken, to resolve the complaint;
• Any remedy, redress, or compensation offered (where applicable);
• Details of escalation options available to you if you remain dissatisfied.

Stage 4 — Escalation

If you are not satisfied with Phoenix's response, or if your complaint is not resolved within eight (8) weeks of submission, you may escalate the matter to:

You may also seek independent legal advice or pursue other remedies available to you under applicable Malaysian law.

5. Confidentiality

All complaints and related information are treated with strict confidentiality and in accordance with Phoenix's Data Protection Notice and applicable privacy laws. Information relating to your complaint will only be shared internally on a need-to-know basis and externally where required by law or with your consent.

6. Record Keeping

Phoenix maintains records of all complaints received, the investigations conducted, and the outcomes reached for a minimum of six (6) years. This information is used to identify patterns, improve processes, and meet regulatory reporting requirements.

7. No Disadvantage

Phoenix guarantees that clients who make a complaint in good faith will not be subjected to any disadvantage, adverse treatment, or discrimination as a result of raising their concerns. Phoenix's Complaints Procedure applies equally to all clients regardless of the nature or size of their business relationship with Phoenix.

8. Feedback

Phoenix welcomes feedback on all aspects of its service. General feedback or service improvement suggestions may be submitted through the same channels listed in Section 3 above. While Phoenix may not be able to respond individually to all feedback, all submissions are reviewed internally and considered as part of Phoenix's ongoing commitment to service excellence.