PREMIER GOLD MEMBERS CLUB

It is very important to note that Premier Gold Members Club do not have any consumers or a consumer process, as Premier Gold only deals with registered Premier Gold Members and no offers was or is ever made, to the general public, consumers, or any unrelated third parties. Premier Gold has NO customers only pre-approved registered Premier Gold Members.

Therefore, this process is to assist registered Premier Gold Members only. All previous portfolios such as PGC Portfolios should follow the same process.

1. How Does the Complaints Process Works?

We will guide you through the complaints process.

• At first, You notice an issue or problem.

If or when something goes wrong, you should contact Members Services immediately to give them a chance to sort things out for you. Do this as soon as you notice an issue or a problem.

When you started the process with Premier Gold Members Club you were issued with Information from Members Services with the contact email as membersservices@premiergold.ch or membersservices@premiergoldmembers.com who assisted you to start the process with Premier Gold Members Club. You should contact them in case of any uncertainty.

• If you received no support or solution to your issue or problem, Then

Discuss the issue or problem with your Investment Manager or Investment Director who is dealing with your portfolio. The process is quite simple to discuss the issue or problem on a formal basis with your Investment Manager dealing with your portfolio, you might be able to resolve the issue or problem with a simple phone call or an email to your Investment Manager.

However, if the issue or problem cannot be easily resolved, you should immediately make sure you lodged a formal complaint with your Investment Manager, rather than just talking to them about your issue or problem.

Your Investment Manager will have their own complaints procedure, but you should start by explaining what the issue or problem is and what you want them to do about it. They’ll be able to advise you on the steps to take.

• Supply proper evidence for your formal complaint.

We recommend that you write down the time and date of your calls, the names of the people you spoke to and the details of what was said. You may need to refer to them if you escalate the case to the Compliance Committee.

If you are dealing with a complex issue or problem, then it is always a good idea to send a follow-up email or letter explaining the detail of your issue or problem, so that you have a record of all the communication. This means there is no room for confusion.

The Investment Manager may ask for more information to help them understand and resolve the issue or problem. This will assist them to be able to tell you exactly what they need to make sure they can process your formal complaint as quickly as possible.

• It is always important to allow your Investment Manager enough time to investigate.

Normally any complaints process allows six to eight weeks - to resolve your complaint. This is to give them enough time to assess the situation and the evidence to find an appropriate resolution.

During that time, they could contact you for more information. You can also contact them to see where your complaint is up to. In fact, we’d recommend you get in touch if you haven't heard anything after four weeks, just to check your complaint has been received or is being processed.

Your Investment Manager might reach a decision on your complaint at any time prior to the eight weeks. If they do, they'll send you a 'Settlement Letter'. This normally contains a final offer and the details. At this point you’ll need to decide if you think their response is reasonable and will solve your issue or problem. If it isn’t, you can contact the Compliance Committee.

• Escalating your complaint to the Compliance Committee.

If you’ve received a settlement letter, or if you’ve still not resolved the issue or problem after eight weeks, you can bring your complaint to us.

When you’re ready to start your complaint, you’ll be asked to share details of your issue or problem, evidence and some personal information, which we’ll use to assess the situation. It's important to give us as much information as possible, so we don't have to keep coming back to you.

When it comes to the evidence, we’ll ask you to provide the following:

Dates you first noticed the issue or problem and complained to Members Services and your Investment Manager.

Any copies of correspondence or details of phone calls. Such as dates, times and names of the members of staff you spoke to.

Any other evidence that demonstrates the issue or problem.

We won’t be able to process the case without this information.

• Supply evidence for your complaint.

When we’ve processed your complaint, we’ll pass the details to your Investment Manager. We sometimes find that after we’ve presented your case, your Investment Manager will acknowledge that it’s let the Premier Gold Member down and the Investment Manager in-conjunction with the PGM portfolio will make an offer of resolution. If you are happy to a accept, it can lead to an early resolution.

You will receive a formal notification when the Investment Manager makes an offer.

• There’ll be a full assessment of the situation.

If the complaint remains unresolved, we’ll carry out a full assessment of the case. We base our decisions on what is fair and reasonable, taking into account:

Both sides of the story.

Relevant regulation.

The law.

What is accepted as good industry practice.

Assessments can take a long time, and some complex matters can take longer than average cases. You can speed up the process by making sure you give us all the details and evidence as soon as possible.

• If you accept the resolution, the Investment Manager with PGM-Portfolio has to comply.

Your Investment Manager is bound to the resolution if you choose to accept it. The Compliance Committee has a specialist team on hand that works in-conjunction with the Investment Manager, your PGM Portfolio Fund category and the Premier Gold Hedge Fund to get the remedy implemented.

If your Investment Manager hasn’t complied within reasonable time and you’ve chased them on the matter, you are free to enforce the resolution in court as the decision was legally binding.

2. Premier Gold Members Club - Common questions about complaining.

What does the Compliance Committee do?

The Compliance Committee is responsible to enforce all regulatory compliance practices. We resolve disputes between Premier Gold Members or Investment Managers and PGM Fund Portfolios that are signed up to our Premier Gold Hedge Fund scheme. We are here to give independent and impartial decisions on complaints.

We help to get things resolved as quickly as possible. This may also include be by facilitating a resolution with your Investment Manager, or by making a decision based on the information and evidence you submit.

Will you help me build my case?

We must remain at all times impartial, so it's not our job to build your case. However, we encourage you to provide as much information as soon as possible, as this will help us to reach a fair decision quickly.

What type of complaints do you handle?

We review and resolve complaints related to regulatory compliance issues and processes but includes Premier Gold Members related disputes, such as: Members Services, billing, legal compliance issues, delays in processes, switching PGM-fund portfolios, profits and losses of trading profits, fund exit processes, etc.

3. Find out more about the types of issues and problems the Compliance Committee can look at.

How much does it cost?

We are free for Premier Gold Members

How are you funded?

We are funded by Premier Gold Investments LLC. The Compliance Committee was created solely to deal with Regulatory related compliance practices and deals with Regulatory related disputes.

Who regulates the Compliance Committee?

Premier Gold Investments LLC is regulated by the United States Securities and Exchange Commission (SEC) and we are the approved compliance authorities within Premier Gold Investments LLC relating to our relevant sector, who make sure we meet required regulations.

What is a Settlement Letter?

If your Investment Manager can’t do anything else to assist with your complaint, you may receive a letter or email from them stating this. This is called a ‘settlement letter’. The letter will tell you that you can now contact the Compliance Committee and will include our contact details. You must escalate your complaint within 12 months of receiving the letter.

What am I likely to get if I complain?

If we decide the Investment Manager of the PGM Portfolio has made a mistake, or treated you unfairly, we’ll recommend which action they should take to put its mistakes right. This could include:

A practical action.

(For example: apply a credit, cancel a Premier Gold Members account, apply a specified tariff or it may also lead to the blacklisting of a Premier Gold Member or even permanent blacklisting.)

An apology.

A financial award to acknowledge the difficulties encountered.

Recommendations for the Investment Manager to prevent the issue of happening again.

Or, a combination of these.

4. Find out more about complaint outcomes.

Do I have to accept your decision?

You can appeal our decision but only if a mistake has been made, or you have new information for us to take into account (with a clear reason why this was not submitted earlier). We’ll always try to decide on a fair outcome, but if you’re still not happy you can reject our final decision. Then you’ll be free to resolve your complaint by other methods, such as through the civil courts.

How do you make sure Investment Managers carry out your recommendations about service improvements?

We are the Regulatory Authority within Premier Gold Investments LLC and it is our responsibility to ensure all regulatory practices and procedures are implemented. If Investment Managers do not comply, they can be face disciplinary procedures and even be dismissed. We are also working closely with Investment Managers to provide one-to-one support to help improve the way their services are delivered, and their complaints are handled.