Shield's Complaints Policy: Your Guide to Effective Resolution

We always aim to provide a high standard of care in our services. Our customers' problems and views are important to us. Shield wants to resolve it to your satisfaction, learn from it and improve our business and customer experience in the future.

Shield commits to:

• Provide a clear and fair procedure;
• Ensure that everyone working for Shield knows how to handle complaints and handle it in a timely fashion;
• Respond and manage the services for which a complaint has been received.

All complaints, whether failures, incidents, concerns or other complaints related to our services or systems, our customer service, or our employees, agents, or officers, should be made by emailing support@getshield.xyz.

When making a complaint, you will be required to provide:

• Your name and email address;
• If about a particular transaction, the Shield transaction reference number;
• If about a particular employee, agent, or officer, their name and position;
• Topic, description and further details including all times, dates, events, and people involved;
• Details of any documents or evidence you wish to rely on;
• Details of what you would like Shield to do to resolve your complaint and put things right.

The Compliance Officer (the "CO") or other relevant employees with the CO's permission will start investigating after getting your complaint. We will acknowledge a complaint within 5 working days, keep you informed of progress, and provide reasonable investigation time.

When finished analyzing, we will discuss the outcome and write to you with:

• Details of the findings;
• Any action we have taken;
• Our proposals to resolve your complaint.

We encourage you to file a complaint as soon as possible after the event. If made more than three (3) months after the incident, it may be difficult to investigate thoroughly. We will take into account whether there was a valid reason for the delay and assess whether it is still possible to investigate effectively and fairly.

If at any point you are dissatisfied with how your complaint is being handled, you can reach out to Shield Security's Chief Executive Officer, Emmanuel Udotong, at founders@getshield.xyz.

We treat all complaints and related information with the highest level of confidentiality. Information is only shared with Shield Security employees, agents, or officers who need access to address your complaint. Any personal information we collect is handled, used, and stored in compliance with the United States Privacy Act of 1974.

If you have any questions or need more information regarding any part of this Complaint Policy or our complaint procedures, please contact us at support@getshield.xyz.