How to make a complaint Utmost PanEurope dac is fully committed to investigate and resolve complaints that you may bring to our attention. How to contact us You can contact our Customer Services Department: By post: Utmost PanEurope dac, Navan Business Park, Athlumney, Navan, Co. Meath, Ireland By email: CCSFrontoffice@utmost.ie By phone or fax: Tel.: +353 (0)469099700, Fax: +353 (0)469099849 Who will be dealing with your complaint? Your complaint will be dealt with by a senior member of our Complaints Management function in an efficient and professional manner. How will we respond to your complaint? We will acknowledge your complaint within 5 business days from the receipt of your complaint and give the name of the person dealing with your case We will investigate your complaint, review all information we hold on file, and where necessary contact your financial adviser We will send you an update on the progress of the complaint every 20 business days We will send you a detailed response within 40 business days from the receipt of your complaint We will contact you if your complaint is not resolved within 40 business days What if you disagree with our response? You have the option of referring your complaint to the Financial Services Ombudsman in Ireland (contact details below): Financial Services Ombudsman 3rd Floor, Lincoln House, Lincoln Place, Dublin 2, Ireland Email: enquiries@financialombudsman.ie Website: www.fspo.ie/ You always have the right to use an Alternative Dispute Resolution procedure such as the one provided by the Czech Financial Arbiter (contact details below): Financial Arbiter Kancelář finančního arbitra, Legerova 69, 110 00 Praha 1, Czech Republic Email: arbitr@finarbitr.cz Website: www.finarbitr.cz