REMITLY CORRETORA DE CÂMBIO

Ombudsman Report to meet the requirements established in Regulation No. 4,860 of October 23, 2020. Base Date January 1, 2023, to June 30, 2024.

1.COMMUNICATION AND DISCLOSURE
2.OMBUDSMAN OCCURRENCES
3.CONCLUSION

INTRODUCTION

This report complies with the reporting requirements, containing qualitative and quantitative information, established in Resolution No. 4,860 of October 2020, Article 14, regarding the semi-annual disclosure on the respective websites of the information related to the activities developed by the ombudsman. This document aims to formalize the Ombudsman Report for the First Semester of 2024 of Remitly Foreign Exchange Brokerage, ("Remitly") a company that acquired Conexion Foreign Exchange Brokerage Ltda ("Conexion") with approval by the Central Bank of Brazil published on May, 28 2024

1. COMMUNICATION AND DISCLOSURE


The Ombudsman offers three formal contact channels: a toll-free phone line, email, and through the Central Bank's "RDR - System for Registering Complaints, Claims, and Requests for Information." In all three means, the maximum deadline to provide a conclusive response to the customer is up to 10 (ten) business days.


During the operation constituted by Conexion and subsequently by Remitly, customer calls are answered from Monday to Friday from 9 am to 6 pm. In addition to the 0800 line, the customer can also register their demand via RDR – Central Bank, email, and service form, which will be automatically directed to the Ombudsman.


The contact channels of the Ombudsman of Conexion and also of Remitly are widely disclosed on the institution's website, receipts, promotional materials, and other documents intended for consumers of Western Union's products and services. The contacts are printed on stickers affixed in places of high customer circulation, as well as in all correspondents, besides the registration in UNICAD.




2.OMBUDSMAN OCCURRENCES


The Ombudsman did not register any occurrences in the first semester of 2024, considering the license transfer process from Conexion to Remitly, making both non-operational during the period.




3.CONCLUSION


The occurrences that are registered in the Ombudsman channel and problematic points reported by customers will be addressed with the resolving areas and direct managers for prompt action and definition of an action plan for the most representative cases by product, also being evaluated by the internal audit services to be used by Remitly.