Complaints Procedure

Capital Mills Invest B.V. (CMI) is recognised as an Erkend MKB Financier (Recognised SME Financier) and endorses the Code of Conduct for Recognised SME Financiers issued by Stichting Finankeur. This procedure explains how we handle complaints about our services.

A complaint is any expression of dissatisfaction with our services submitted to CMI by a customer or their representative.

You can submit your complaint in writing via:

• Email: info@capitalmills.nl

• Post: Capital Mills Invest B.V., Haarstraat 25, 4201 JA Gorinchem, the Netherlands

Please include the following information when submitting your complaint:

• Your company name, Chamber of Commerce (KvK) registration number, contact person and contact details.

• The financing or application to which your complaint relates.

• A description of your complaint and your proposed resolution.

• Relevant documents supporting your complaint.

We will acknowledge receipt of your complaint in writing within 2 weeks. We will also inform you when you can expect a substantive response.

We aim to provide a substantive response within 4 weeks of acknowledging receipt. Your complaint will be handled by an employee who is not, and has not been, directly involved in your application or loan.

If we require additional information, the processing period will be extended by the time needed for you to provide this information. We will inform you of this in writing.

Once an agreement with you has been terminated, we will destroy all data that we are not required to retain by statute or regulations. An exception applies to publicly available information that is relevant for the purposes of any future contact (for example, email address, telephone number, address, LinkedIn details and information published by the Chamber of Commerce).

You qualify as a small business if you meet all the following conditions:

• Your business is established in the Netherlands.

• Your group's annual turnover does not exceed €5,000,000.

• Your total financing with CMI does not exceed €2,000,000 at group level.

P.O. Box 93257
2509 AG The Hague
The Netherlands

Phone: +31 (0)70 333 8 999
Website: www.kifid.nl

Kifid requires a contribution of €250. The applicable conditions are set out in the Kifid Disputes Committee Rules (Reglement Geschillencommissie Kifid).

If you do not meet the definition of a small business, you may bring your case before the competent court.

We keep a record of every complaint and how it is handled. This information is used exclusively to process your complaint and improve our services.

If you have any questions about this procedure, please contact your representative at Capital Mills or email us at info@capitalmills.nl.