Grievance Procedure for Stakeholders

Who it is aimed at

This procedure is aimed at all Veil Energy stakeholders, including customers, business partners, suppliers, employees, local communities and anyone who wishes to report a complaint regarding activities, services or conduct related to the company's operations.

Criteria for accepting a complaint

A complaint is considered admissible when:

• It is submitted by an identifiable stakeholder or their representative.
• It concerns activities, products, services, processes or conduct directly related to Veil Energy.
• It provides sufficient information to understand the nature of the report and the relevant facts.
• It is submitted in good faith and with constructive intent, even if critical.
• It does not contain discriminatory, offensive or clearly unfounded content.

Responsibilities

• Quality Manager (QM): Oversees the entire complaint management process, ensuring compliance with applicable standards and regulations.
• Function Managers: Collaborate with the QM to analyse and resolve complaints within their respective areas of expertise.
• Operations Team: Implements corrective and preventive actions under the guidance of the function managers.

Stages of the complaint procedure

1. Submitting a complaint

   Complaints must be sent to the dedicated address: service@veil-energy.eu .The sender is requested to include:

   • Name and contact details
   • Clear description of the problem
   • Any supporting evidence or documents
   • Perceived impact and urgency

2. Complaint registration

   Every complaint received must be registered in the Complaints Register within 24 hours of receipt. The registration must include:

   • Date and time of receipt
   • Customer details
   • Detailed description of the NC or complaint
   • Channel of receipt
   • Person assigned to handle the complaint

3. Confirmation of receipt

   Veil Energy will send a confirmation of receipt to the sender within two working days, informing them that a preliminary assessment has been initiated.

4. Initial assessment

   The department responsible analyses the complaint, assesses its admissibility and assigns it to the appropriate team for handling.

   1. Internal analysis and information gathering

      The team in charge examines the facts, involves any relevant internal departments and verifies the validity of the report.

   2. Classification

      The complaint must be classified according to:

      • Severity: Critical, Major, Minor
      • Type: Product, Service, Process, Other

5. Corrective and Preventive Actions

   1. Planning

      For each complaint, a Corrective Action Plan must be developed that includes:

      • Description of actions to be taken
      • Assigned responsibilities
      • Deadlines

   2. Implementation

      Corrective actions must be implemented within the established deadlines.

   3. Verification of Effectiveness

      After implementation, the QM verifies the effectiveness of corrective actions. If necessary, further preventive actions are planned.

6. Response to the complainant and closure of the complaint

   Veil Energy provides a written response with:

   • Outcome of the assessment
   • Any corrective actions or measures taken
   • Expected timeframe for closing the complaint

   The complainant has the opportunity to provide feedback on the handling of the complaint.

7. Recording and Archiving

   All documentation relating to complaints must be kept for a minimum period of 5 years.

   Documents must be archived electronically in the company's document management system.

Facilitating Resolution

Veil Energy facilitates the resolution of complaints through:

• Transparency: clear, timely and documented communications.
• Impartiality: objective assessment of the facts, involving the necessary departments.
• Confidentiality: processing of information in accordance with current regulations.
• Continuous improvement: recording and analysis of complaints to identify areas for improvement.
• Collaborative approach: open dialogue with the complainant to fully understand the context and facilitate a shared solution.