Complaints Handling procedure

This complaints-handling procedure applies to all clients of Northstake ApS and is maintained in accordance with Article 71 of Regulation (EU) 2023/1114 (MiCA) and Commission Delegated Regulation (EU) 2025/294.

Northstake commits to handling all complaints promptly, fairly, and consistently, and to resolve complaints as soon as practicable within a reasonable period of time.

How to file a complaint

Clients may file a complaint by:

  • sending an email to [email protected], or
  • contacting their usual contact person at Northstake.

No fees or any other form of payment are required to file a complaint or in connection with Northstake's handling of a complaint.

When filing a complaint, please provide:

  • your full name and client reference (if known)
  • the date and description of the transaction or interaction the complaint relates to
  • a clear description of the issue and, where possible, the outcome you are seeking

A complaint form template is available for download at the bottom of the page.

How we handle complaints

Northstake will:

  • acknowledge your complaint within one (1) week of receipt
  • investigate your complaint in a timely and fair manner
  • communicate the outcome of the investigation to you within four (4) weeks of receipt

In extraordinary circumstances where the complaint cannot be resolved within four weeks, Northstake will notify you of the delay, explain the extraordinary circumstances, and provide a status update. The complaint will be resolved no later than eight (8) weeks from the date of receipt.

Root cause analysis

When considering and reviewing complaints, Northstake will:

  • identify and remedy any recurring or systemic problems
  • analyse the causes of complaints to identify common root causes
  • consider whether such root causes may also affect other processes, services, or products not directly complained of
  • take corrective action to address all such root causes

If you are not satisfied with the outcome

If you feel that a complaint has not been adequately addressed, you may:

  • write to Northstake's compliance function at [email protected] for further review
  • file a complaint with the Danish Financial Supervisory Authority (Finanstilsynet), which is the competent authority supervising Northstake. Information on how to file a complaint with Finanstilsynet is available at www.finanstilsynet.dk

Record-keeping

Northstake keeps records of all complaints received, all measures taken in response to complaints, and the resolution of all complaints. Records are retained in accordance with applicable regulatory requirements.

Review

This procedure is reviewed at least annually and updated without undue delay following any material change.

Last review: May 2026

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Download Complaints Form