Complaint Resolution Policy

Real Capital takes complaints seriously.

Real Capital follows the complaints procedures established by regulatory authorities when assessing written and oral complaints from clients.

Real Capital aims to deal with oral and/or written complaints fairly and promptly.

For confidentiality purposes, Real Capital will only correspond with the complainant and/or the person to whom the complainant has given Real Capital written permission to pass on confidential information. In some cases, Real Capital may request additional information from the complainant when investigating the complaint.

Real Capital has appointed a Chief Compliance Officer (CCO) to be responsible for handling complaints. Questions, requests for additional information and/or documents in support of the complaint can be addressed to the Complaint Officer at:

Real Capital Inc.

Attention: Complaint Officer

Canada, Montreal, Sun Life Centre, office 357

+18889201392

Email: [email protected]

Reporters will receive a confirmation email within 5 business days. The letter will include contact details for the Complaint Officer assigned to review and assess the complaint. The confirmation letter will be accompanied by CIRO brochures, “How to Make a Complaint: A Guide for Investors” and “How to Get Your Money Back? A Guide for Investors”.

These brochures provide guidance on statutes of limitations and/or time limits for filing a complaint, and outline the options available to complainants if they wish to pursue the matter outside of , including the Canadian Investment Regulatory Organization (CIRO), the Ombudsman for Banking Services (OBSI), independent arbitration or court action.

Within 90 calendar days, complainants will be provided with a written, substantive response from Real Capital, which will include: a summary of the complaint, the results of our investigation, the subsequent final decision, and additional options available to complainants if they are not satisfied with the firm’s response.

If Real Capital requires additional time beyond 90 calendar days, Real Capital will provide applicants with written notice stating the reasons for the additional time required and a new estimated completion time.