Complaints Handling Procedure

1. Purpose

The purpose of this procedure is to ensure that complaints received by Wellbeing Places REIG Limited ("the Company") are handled fairly, transparently, and promptly.

Although the Company is not regulated by the Financial Conduct Authority, it is committed to maintaining high standards of client service and responding effectively to any concerns raised by investors, partners, tenants, or other stakeholders.

2. Scope

This procedure applies to complaints received from:

• Investors or potential investors
• Business partners or joint venture partners
• Tenants or property occupiers
• Service providers
• Other stakeholders interacting with the Company

A complaint is defined as:

Any expression of dissatisfaction, whether written or verbal, relating to the Company's services, investments, operations, or conduct.

3. How Complaints Can Be Submitted

Complaints may be submitted through the following channels:

Email: office@wellbeingplacesreig.co.uk

Company: Wellbeing Places REIG Limited

Address: 5/6 Salmon Fields Business Village, OL2 6HT, United Kingdom, Lancashire, Oldham

Complaints should include:

• The complainant's name and contact details
• A description of the issue or concern
• Any relevant supporting documentation

4. Complaint Handling Process

4.1 Acknowledgement

All complaints will be acknowledged within five (5) business days of receipt.

The acknowledgement will:

• Confirm receipt of the complaint
• Provide contact details for the person responsible for handling the complaint
• Outline the next steps in the investigation process

4.2 Investigation

The complaint will be reviewed by the Compliance Officer or a designated senior manager who is independent from the matter being complained about where possible.

The investigation may include:

• Reviewing relevant documentation and records
• Speaking with relevant employees or third parties
• Requesting additional information from the complainant if necessary

4.3 Response

The Company aims to provide a substantive response within twenty (20) business days of receiving the complaint.

If the matter requires additional time to investigate, the complainant will be informed of:

• The reason for the delay
• The expected timeframe for resolution

A final written response will normally be issued within forty (40) business days.

5. Outcomes

Following the investigation, the Company will provide a written response explaining:

• The findings of the investigation
• Whether the complaint has been upheld, partially upheld, or not upheld
• Any actions the Company will take to resolve the matter

Where appropriate, resolutions may include:

• An explanation or clarification
• Corrective action or service improvements
• Remedial measures where appropriate

6. Escalation

If the complainant is dissatisfied with the response, they may request that the complaint be reviewed by a senior member of management who was not involved in the original investigation.

The escalation request should be submitted within 20 business days of receiving the Company's response.

7. Record Keeping

The Company will maintain a Complaints Register recording:

• Date the complaint was received
• Name of complainant
• Nature of complaint
• Actions taken
• Date of final resolution

Complaint records will be retained for at least six years.

8. Monitoring and Continuous Improvement

Complaints will be reviewed periodically by senior management to:

• Identify recurring issues
• Improve operational processes
• Enhance service standards

Where appropriate, corrective actions will be implemented to prevent similar issues arising in the future.

9. Confidentiality

All complaints will be handled confidentially, and personal data will be processed in accordance with the Company's Data Protection and Privacy Policy.

10. Responsibility

Overall responsibility for this procedure lies with the Compliance Officer (or equivalent senior manager), who will ensure that complaints are handled consistently and appropriately.