Investor Presentaiton

36 OUR CLIENTS the protocols established by the bank (see more about the protection measures adopted in the People chapter). Service channels [email protected] ● Chat on the C6 Bank app 24h Relationship Center 24h >> Capitals and metropolitan regions - 3003 6116 >> Other locations - 0800 660 6116 • Client Service Phone Number 24h - 0800 660 0060 ● Ombudsman's Office - 0800 660 6060 Social Media Service f ▸ in OMBUDSMAN'S OFFICE - THE CLIENT'S VOICE INSIDE C6 BANK C6 Bank clients also have access to the Ombudsman channel, which is committed to being the client's voice within the institution. Our team's main objective is to act autonomously, independently, and impartially. For this, we have an in-house team focused on the needs of our clients and stakeholders. In 2021, we restructured and strengthened our Ombudsman's Office by developing processes and procedures, proposing preventive and corrective measures, in addition to guaranteeing autonomy as an internal channel of last resort to respond to complaints received. Through the Ombudsman's Office, our clients, users, and the external public in general have an anonymous communication channel through which they can report incidents, problems, and complaints about C6 Bank products and services. All complaints we receive through the Ombudsman channel are dealt with and answered to the clients with a solution within the deadline stipulated by the Regulator. Every six months, we send the Central Bank of Brazil a report providing information on complaints and their handling. To keep up with the bank's growth and ensure quality of service, proximity, and emphasis on human relations, we invest in training our ombudsmen to act ethically, transparently, and empathetically, always valuing the good relationship with our clients.

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