lddb Complaint
Resolution Policy

Effective: July 27, 2024

Your Concerns are Important

LDDB Technologies Inc. (“lddb”, “we” or “us”) strives to provide products and services that meet and exceed your expectations. We want to know when we’ve done something great, but also when we fall short. In those situations, please contact us so that we have the opportunity to resolve any concerns.

Timely Handling

It is much easier to deal with issues immediately following the event. No matter how you communicate your concern, you can anticipate a response within five business days. Where the issue is complex, resolution may take longer.

Step 1: Communicating Your Concern

Contacting us is easy. We can best respond if you first reach out to a Customer Experience Specialist at:

support@lddb.io

or

1-800-606-2968

Generally, these individuals will be in the best position to address your concern. If you feel you have not obtained a satisfactory answer, please ask to speak with the individual’s Manager.

Step 2: Escalating Your Concern

If a complaint has not been closed or resolved within 14 calendar days from the date on which the complaint is first communicated to a lddb Customer Service Specialist, it will be automatically escalated to the lddb Chief Complaints Officer (or delegate). If you feel that your concern has not been properly addressed at Step 1, you are encouraged to communicate directly with our Chief Complaints Officer in writing or electronically at:

lddb Chief Complaints Officer

Attn: Customer Complaints

23-1771 Robson Street

Vancouver, BC, V6G 3B7 Canada

E-mail: complaints@lddb.io

The Chief Complaints Officer may also engage the relevant financial partner to assist with resolution of your concern. If you are not satisfied with the response received through the process outlined in Step 1, you may escalate your concern to the lddb Complaints Committee in writing or electronically at:

Attn: lddb Complaints Committee

#400 – 200 8 Avenue SW

Calgary, AB T2P 1B5

Email: complaintscommittee@lddb.io

The lddb Complaints Committee is a body within lddb composed of executives across key business functions. The lddb Complaints Committee aims to address customer feedback and complaints in order to evolve and enhance the quality of its products, and provide optimal customer service.

Step 3: External Complaint Bodies

If you are not satisfied with the final response from lddb Financial or the relevant financial partner associated with your lddb Financial product, you may also escalate your concern to an external complaints body:

If we are unable to resolve your concern within 56 days from the day you made your complaint to us and have yet to receive a final response, you have the option of escalating your concern to the Ombudsman for Banking Services and Investments (OBSI) for further review. OBSI is an independent and impartial service which resolves disputes between its participating banking and investment firms and their customers if they can’t solve them on their own. Its services are free to consumers. For more information on matters governed by the OBSI, please contact them by telephone at 1-888-451-4519 or view the website at www.obsi.ca. Matters can be referred to OBSI in writing at:

Ombudsman for Banking Services and Investments (OBSI)

20 Queen Street West, Suite 2400

P.O. Box 8

Toronto, ON M5H 3R3

Fax: 1-888-422-2865

Email: ombudsman@obsi.ca

Additionally, the Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions, such as Peoples Bank of Canada, to ensure they comply with federal consumer protection laws, voluntary codes of conduct, and public commitments. For example, financial institutions must provide you with information about their fees and charges as they relate to: a deposit account, the disclosure of or manner of calculating the cost of borrowing involving a loan, or a payment, credit or charge card. If you have a complaint concerning any of the above, you can contact the FCAC by

phone toll free at 1-866-461-3222, or via their website at

www.canada.ca/en/financial-consumer-agency or in writing at:

Financial Consumer Agency of Canada

6th Floor, Enterprise Building

427 Laurier Avenue West

Ottawa, ON K1R 1B9

FCAC only investigates complaints that relate to a possible breach of market conduct obligations and does not provide personal redress or compensation.

1 Please do not include any confidential information as email correspondence is not guaranteed to be secure.