Policy of Handling Customer Complaints and Suggestions

In Musharaka Capital, we abide by the highest level of professional efficiency and integrity in dealing with our customers. Consequently, we appreciate your notes, expectations and suggestions that help us not only for understanding you but also for improving and developing our standards and services in the future.

In Musharaka Capital, we adhere to providing high-quality services, ensuring the following:

• Complaints are addressed in the easiest possible way.
• Consider complaints as expression of dissatisfaction towards our services, which requires immediate action.
• Deal with complaints instantly, politely and confidentially.
• Deal with all complaints fairly and consistently.
• Get our customers acquainted with their rights. In case customer is dissatisfied with certain decisions, the complaint can be escalated to higher levels.
• Get benefit from learnt lessons and rely upon them for developing our services and reviewing complaints-related policies and procedures on periodical basis.
• Correctly respond to complaints, along with the appropriate justifications or excuses, if a mistake is attributed to Musharaka.
• We consider complaint procedures as very significant pillar for continuous development program.

Musharaka Capital adopts customer satisfaction-oriented concept. We always accept suggestions. We adhere to solving problems once arisen. Complaints are correctly documented and treated quickly, fairly and confidentially.

“Customer Complaint” form is available in Arabic and English at Company Website. You can obtain a hard copy from Company headquarters also.

• By hand, to Investor Relations Unit at Musharaka Capital, at the following address: Kingdom of Saudi Arabia, Al Khobar – Prince Turki bin Abdulaziz Rd. (Corniche) – Adeer Tower, 13^th Floor.
• Via mail to Investor Relations Unit – P. O. Box: 712 Khobar 31,952 KSA.
• Via Musharaka Website by submitting “Complaint Form“
• Via Fax, by filling “Customer Complaint Form” and sending it to Investor Relations Unit at the following number:
  +966 138 818 412.
• Via e-mail, by filling the form available at www.musharaka.sa and sending it to: ir@musharaka.co

• Complaint shall be responded within (7) working days as of date on which, Investor Relations Unit receives the complaint.
• The customer shall fill all data of “Customer Complaint Form” including the approved signature at company.
• It is necessary to utilize Company’s approved complaint form. No complaint shall be considered nor responded, if this form is not utilized.
• Please adopt only one of the above-mentioned methods for sending the complaint form. Do not send it by more than one form, to avoid confusion, so that we can respond without any delay.

If the customer (complainant) remains dissatisfied towards Musharaka Capital’s response, that customer shall have the right in escalating the complaint to higher levels:

1^st Level:

Musharaka Capital – CEO

• +966 138 44 602
• +966 138 818 205
• ceo@musharaka.co

2^nd Level:

Capital Market Authority (Authority)

• File complaint directly at Authority website:
  cma.org.sa
• Send the complaint at CMA’s postal address: P. O. Box: 87,171 Riyadh 11,642.
• Deliver the complaint to complaint receipt staff at CMA headquarters, at the following address:
  Riyadh, King Fahad Road, Al Faisaliyah Tower, 10_th Floor – Investor Complaints Department.
• Send the complaint via the following fax number: +966 112 797 4, Ext. 7066 or fax number: +966 112 797 3, Ext. 7066.
• Send the complaint at e-mail: Investors.Complaints@cma.org.sa