Complaints procedure

1.1 We want to get things right. If we have not, please tell us. Every complaint is taken seriously, handled fairly, and used to improve how we work.

1.2 Making a complaint is free. You will not be treated any differently because you complained.

2.1 Anyone affected by our services can complain. That includes clients, people who applied to us (including through Launchpad), people named in an application such as directors and shareholders, and visitors to our website.

2.2 This procedure covers all services provided by Sirius Consulting FZCO, trading as Cosmos, including services where one of our partners does part of the work.

3.1 To help us, please include your name, your company name if relevant, how we can contact you, what went wrong and when, any documents that help, and what you would like us to do. If you do not have all of this, complain anyway and we will ask for anything we need.

3.2 Someone else can complain for you, such as a lawyer or a family member, if you tell us in writing that they can act for you.

4.1 The person looking into your complaint will, wherever possible, be someone who was not involved in what went wrong.

4.2 Our response will explain what we found, whether we agree with your complaint and why, and what we will do to put things right. That might be an apology, correcting a mistake at our cost, a refund or fee waiver, or compensation for a loss we caused.

5.1 As a corporate service provider, the law requires us to check the identity of our clients and the people behind them, and to screen them against sanctions lists. Sometimes this means we cannot accept an application or must stop working with a client.

5.2 You can complain about how we handled this, and we will review it. However, the law may stop us from explaining the reasons for a decision.

6.1 Ask for a review. Email legal@cosmos.global with "Escalation Request" and your reference number. Your complaint will be looked at again at a senior level, and we will reply within 15 calendar days. You can also ask for a review if you have not had our full response within 60 days.

6.2 Outside bodies. You may also be able to contact:

• the UAE Data Office, if your complaint is about your personal data (details on the UAE Government portal, https://u.ae);
• the UK Information Commissioner's Office (https://ico.org.uk/make-a-complaint), an EU data protection authority, or Singapore's Personal Data Protection Commission (https://www.pdpc.gov.sg), if those laws apply to you;
• the International Free Zone Authority (IFZA), which licenses Cosmos (https://ifza.com/en/contact/); or
• the courts, as set out in our Terms of Business.

6.3 Complaining to us does not affect your legal rights.

7.1 We use the information you give us only to handle your complaint and improve our services. We keep complaint records for at least 6 years after the complaint is closed. Our Privacy Policy at https://www.cosmos.global/legal/privacy explains how we handle personal data and your rights.

7.2 Requests to access, correct or delete your personal data follow the deadlines in our Privacy Policy. You can send them to privacy@cosmos.global.

8.1 If you need help, for example because of a disability, please tell us. We can give you more time, communicate in a different way, or deal with someone you choose to act for you. This procedure is in English. If you write to us in another language, we will try to reply in that language.

9.1 We record every complaint and look for the cause, so the same problem does not happen again. Our management reviews complaint trends every quarter.