Listening to and addressing the legitimate expectations of our stakeholders is fundamental to Volies. Our Policy on Complaints, Reports, and Suggestions outlines our procedure for addressing these concerns, both internal (for employees) and external (for customers and other stakeholders), in accordance with the recommendations of Directive (EU) 2019/1937 and Law 2/2023 of February 20 (even though we are not legally required to do so given the nature of our business), as a demonstration of our commitment to responsible business practices. To this end, we make the following available to anyone who wishes to use it:

• A form for complaints, reports, and suggestions, which you can fill out anonymously or by name, to report any behavior that affects or undermines the public interest.
  The Compliance Officer has been designated as the current head of communications; she is responsible for ensuring the anonymity of reports and for forwarding them to management and the competent authorities, if necessary.
• All comments, without exception, will be responded to and taken into account before making operational changes and/or changes to policies or strategic practices.
• This procedure, as well as the complaints received, will be reviewed annually.
  And we will provide feedback on the comments and complaints received and the rate at which they are resolved or implemented.

What can you use this channel for?

• Complaints or issues: If you believe that a particular action, service, or situation has not met your expectations or has had a negative impact.
• Suggestions and proposals for improvement: If you would like to share ideas or recommendations to help us improve our projects, processes, or relationships with stakeholders.
• Inquiries or comments: If you would like to share feedback regarding our policies, practices, or activities.
  Ethics or compliance reports: If you wish to report potential conduct that violates the law, the Code of Ethics, or Volies’ values.

You can also call us at 659 166 193 and ask for the person in charge of the Whistleblower Channel or Stakeholder Communication.

What do we need to process your submission?

We will accept for processing any submission that meets these minimum criteria:

• Valid contact information (email or phone number). If you prefer to remain anonymous, we will not be able to provide you with feedback on your complaint, suggestion, or claim.
• Explanation of the claim: what happened, when, and which people or services are involved, with
  sufficient detail for us to evaluate it.
• Relevance to Volies’ activities or our Code of Ethics.

We do not process rumors or interpersonal conflicts that fall outside the scope of this
policy. If this is the case, we’ll explain the reason in writing.

What happens next: steps and timelines

If you provide your contact information:

1. Acknowledgment of receipt. As soon as we receive your submission, we’ll confirm that it has been received and let you know
   that we’ll evaluate it 
2. Evaluation and analysis. If there are significant developments in the analysis of the case, we’ll keep you informed
   throughout the process; you don’t have to wait until the end to find out how it’s going.
3. Resolution within a maximum of one month from receipt of the report.
4. Notification of the final result. You’ll receive an email with the resolution, the decision made, and the planned actions.
   Closure. We’ll explicitly inform you that the complaint has been resolved and file it in our internal registry, which we review annually.

Generally, we respond within a maximum of 7 calendar days, except in particularly complex situations. The one-month period is the maximum timeframe for resolving.

If you prefer to file your complaint anonymously, we will handle it internally, escalate it to the highest level, and incorporate your suggestions to the extent possible.