Complaint Handling Procedures

Axis Capital Management LLC (the “Company”) is committed to ensuring client satisfaction and maintaining the highest standards of service. This Complaint Handling Policy outlines the Company’s transparent and effective procedures for addressing client concerns promptly and fairly.

This policy forms part of the Client Agreement, Terms and Conditions, and other applicable Company policies. Any capitalized term not defined here shall have the meaning ascribed to it in the Client Agreement.

The Company may amend this policy at any time. All changes will take effect upon publication on our Website. Clients are encouraged to review the Website regularly for the most current version.

If you wish to file a complaint, please log a support ticket through your Client Portal or email a detailed description of the issue (including the date the incident occurred and any supporting documentation) to support@axiscapitalmgmt.com. These are the only official channels for submitting complaints. In-person visits or direct contact with staff members are not required and may not yield an official response.

A formal complaint submission must include:

• Your full name
• Your registered trading/account number
• The transaction number(s) involved, if applicable
• The date and time of the issue
• A clear description of the issue
• Any supporting evidence or documentation

Please ensure that complaints do not include:

• Offensive or abusive language directed at Axis Capital Management or any of its employees

Upon receipt of a valid complaint, the Company will send a written acknowledgment within two (2) business days. This acknowledgment will include a unique reference number (URN) that should be used in all future correspondence related to the complaint.

The Company will review and investigate the complaint thoroughly, aiming to reach a resolution within thirty (30) calendar days from the date of receipt. During the investigation, we may request additional information or documentation to fully evaluate the complaint.

If we are unable to finalize the resolution within the stated time, the client will be informed of the reason for the delay, along with an estimated timeline for completion. The investigation period may be extended by an additional thirty (30) days when necessary.

We strive to resolve all complaints in a fair, professional, and timely manner.

If you are not satisfied with our resolution, and you believe further action is warranted, you may consider submitting a formal complaint to the relevant regulatory authority. For example, you may contact the U.S. Securities and Exchange Commission (SEC) or Consumer Financial Protection Bureau (CFPB), depending on the nature of the complaint. However, we recommend allowing our internal process to conclude before escalating.