Complaints Notice

Last updated 30.09.2026

This notice explains how clients can complain about services provided by a Nodu group company and how complaints are handled. Each complaint is handled by the Nodu group company that provides the services concerned.

1. Who handles your complaint

If you are not sure which company provides your services, check your agreement or send your complaint to either address. It will be passed to the company concerned.

2. How to submit a complaint

Submitting a complaint and having it handled is free of charge. You can submit a complaint by email or on paper by post. You may use the complaint form in section 5, but you do not have to. A complaint will not be rejected because the form was not used.

Please include:

• the name of the client and, if you act on its behalf, your name, role and proof of your authority;

• contact details for our reply;

• your client reference, if available;

• the service and, where relevant, the transactions concerned, with their dates;

• a description of the issue and what you would like us to do;

• any documents that support your complaint.

3. Complaints about Nodu Digital SIA

This section describes how Nodu Digital SIA handles complaints about crypto-asset services under Article 71 of Regulation (EU) 2023/1114 on markets in crypto-assets (MiCA) and Commission Delegated Regulation (EU) 2025/294, and complaints about payment services.

Admissibility. A complaint is admissible if it is made by or on behalf of a client of Nodu Digital SIA, concerns a service provided by Nodu Digital SIA, and contains enough information to identify the complainant and the matter complained about.

Languages. You can submit a complaint in English, in Latvian, in any other language Nodu Digital SIA uses to market its services or to communicate with clients, or in an official language of the European Union that is an official language of an EEA country in which Nodu Digital SIA provides crypto-asset services. We reply in the language of your complaint, provided it is one of these languages.

Acknowledgement. We acknowledge receipt of your complaint within five business days and tell you whether it is admissible. If it is not admissible, we explain why. The acknowledgement includes the contact details of the person or department handling your complaint, the date we received it, the timeframe for our decision and, where you submitted an electronic complaint form, a copy of your complaint.

Investigation. We check whether your complaint is clear and complete and, where needed, ask you for additional information without undue delay. We do not ask for information that we already hold or are required by law to hold. We gather and examine all relevant information and keep you informed of the steps we take.

Decision. Our decision addresses all the points you raised and gives the reasons for the outcome. We communicate it without undue delay and no later than:

• for complaints about crypto-asset services, two months from the date we received your complaint. If, in exceptional situations, we cannot meet this timeframe, we tell you the reasons for the delay and the date of our decision;

• for complaints about payment services, 15 business days from the date we received your complaint. In exceptional situations, where we cannot reply within 15 business days for reasons beyond our control, we send you a holding reply explaining the reasons for the delay and the date of our final reply, which will be no later than 35 business days from the date we received your complaint.

We communicate with you in writing by electronic means or, if you ask, on paper.

If you are not satisfied. If our decision does not resolve your complaint in full, it explains our reasoning and the remedies available to you. These include submitting a complaint to Latvijas Banka, which supervises Nodu Digital SIA, about a suspected breach of the requirements that apply to it, and bringing proceedings before the competent court. If you are a consumer, out-of-court dispute resolution may also be available under Latvian law.

Records. Each complaint and the measures taken in response are registered and kept in a secure electronic system, in accordance with applicable record-keeping requirements.

4. Complaints about Nodu Canada, Inc.

Nodu Canada, Inc. acknowledges complaints, investigates them fairly and replies in writing within a reasonable time, explaining the outcome. If you are not satisfied with the reply, you may bring proceedings before the competent court. Complaints about personal information can also be made as described in Part C of the Nodu Group Client Privacy Notice.

5. Complaint form

This is the standard template for filing complaints about crypto-asset services set out in the Annex to Commission Delegated Regulation (EU) 2025/294. You may also use it for any other complaint under this notice.

Filing of a complaint (to be sent by the client to the service provider)

1.a. Information about the complainant

1.b. Contact details (if different from 1.a)

2.a. Information about the legal representative (if applicable)

A power of attorney or other official document proving the appointment of the representative must be attached to this form.

2.b. Contact details (if different from 2.a)

3. Information about the complaint

Place:

Date:

Signature of the complainant or of the complainant’s legal representative:

Documentation provided (please tick as appropriate)