Complaints handling procedure

At Robeco Indices B.V., we value and prioritize our clients and their trust. We aim to prevent dissatisfaction wherever possible, but if you have a complaint regarding the provision or administration of our index products, we are committed to resolving it properly, timely, and adequately. Complaints provide important insights into the quality of our services and products and help us improve on a continuous basis, helping us to achieve a long-term relationship with our clients.

Complaints may relate to, for example, whether a specific index determination reflects market value, proposed changes to the index determination process, the application of index methodology, or other decisions linked to the index determination process.

To ensure we can assess your complaint properly, please submit your complaint preferably in writing. If you raise a complaint verbally, we may ask you to provide the details in writing. Complaints can be submitted directly via complaints@robeco.nl.

Once we receive your complaint, we will confirm receipt without delay and no later than five business days (or seven business days for complaints received in Hong Kong).

We investigate all complaints confidentially, diligently and impartially. The inquiry is conducted independently of any personnel involved in the subject matter of the complaint.

A complaint will be handled within one month of receipt. You will receive our decision in writing, including an explanation of our assessment. If your complaint is justified, we will inform you of any appropriate remedial measures taken to prevent recurrence of the issue.

If your complaint is partially or fully rejected, you will be informed of your right to escalate the matter to the senior management of the involved department and/or legal entities, a recognized dispute settlement body, or a civil court. We will communicate the applicable timelines set by the dispute resolution body where relevant.

In order to be able to review your complaint, we ask you to provide us with your contact details, a clear description of your complaint and to supply any supporting evidence that you have.

Please also indicate what outcome or action you are seeking. If additional information is needed during our review, we will request it from you. In such case, a prompt response will help us ensure proper and timely handling.

Robeco Indices B.V. registers every complaint, including all relevant documentation. All documents relating to a complaint, including those documents submitted by the complainant, are retained for at least seven years after the complaint has been resolved.

All complaints will be treated confidentially in accordance with prevailing data protection regulations.

Version: February 2026