Complaints Management Procedure

At Ecomate S.R.L., we are committed to addressing complaints related to our Environmental, Social, and Governance (ESG) rating services promptly, fairly, and transparently, in alignment with Regulation (EU) 2024/3005.

1. Objective

This policy establishes a structured process for receiving, investigating, and resolving complaints related to our ESG rating services.

2. Scope

This procedure applies to all complaints concerning our ESG rating methodologies, data accuracy, analyst conduct, and any other aspect of our services.

3. Definitions

• Complaint: An expression of dissatisfaction regarding our ESG rating services, methodologies, or conduct, submitted by any stakeholder.
• Complainant: An individual or entity lodging a complaint.

4. Submission of Complaints

Complaints can be submitted through the following channels:

• Online Form: Accessible on our website at https://ecomate.eu/it/complaints.
• Email: Send to complaints@ecomate.eu.
• REM: Send to ecomate@pec.it.

Complainants should provide:

• Full name and contact information.
• Detailed description of the complaint, including relevant dates and supporting documents.

5. Acknowledgment

Upon receipt, we will acknowledge the complaint within five business days, providing the complainant with a reference number and an overview of the process.

6. Investigation Process

• Assignment: A neutral investigator, uninvolved in the subject of the complaint, will be appointed.
• Review: The investigator will assess the complaint, gather necessary information, and may contact the complainant for clarification.
• Resolution: A determination will be made based on the findings.

7. Response

We aim to resolve complaints within 30 business days. If more time is required, the complainant will be informed. The final response will include:

• Summary of the complaint.
• Steps taken during the investigation.
• Outcome and any remedial actions.

8. Record Keeping

All complaints and related communications will be documented and retained for a minimum of five years, ensuring compliance with data protection regulations.

9. Confidentiality

Information related to complaints will be handled confidentially, shared only with those involved in the investigation and resolution process.

10. Continuous Improvement

We will analyze complaint trends to enhance our services and prevent future issues.

11. External Recourse

If a complainant is dissatisfied with our resolution, they may escalate the matter to relevant regulatory bodies or seek alternative dispute resolution mechanisms.

12. Policy Review

This policy will be reviewed annually to ensure its effectiveness and compliance with applicable regulations.

Contact Information

For questions regarding this policy, please contact:

Ecomate S.R.L.
Attn: Compliance Department
Via Filippo Sassetti 32
Email: compliance@ecomate.eu
Phone: [+39 02 ]