ERAM · Compliance · Complaints

Complaints Handling.

How ERAM Real Estate receives, investigates and resolves complaints from investors, customers, suppliers and members of the public — fairly, transparently and promptly.

Effective date: 1 May 2026 · Last updated: 12 May 2026 · Owner: Complaints Officer (reporting to senior management) · Review cycle: Annual

1. Our commitment

ERAM Real Estate Sh.P.K. is committed to dealing fairly, transparently and promptly with every complaint received from an investor, customer, supplier, contractor or member of the public. A complaint is an opportunity to identify and address something that has gone wrong, and to improve.

2. What is a complaint

A complaint is any expression of dissatisfaction, oral or written, about ERAM's conduct, services, products, employees, suppliers, or the conduct of any project SPV.

3. How to make a complaint

Complaints may be submitted through any of the following channels:

  • Email — [email protected]
  • Post — ERAM Real Estate Sh.P.K., Complaints Officer, Rruga Agim Ramadani, Nr. 2, 10000 Prishtina, Kosovo
  • In person — by appointment at the Pristina office
  • Investors Portal — through the ticketing function once logged in (for verified investors)

Where appropriate, confidential matters may also be reported through the Whistleblowing channel.

4. What to include

To allow ERAM to investigate effectively, please include:

  • Your full name and contact details;
  • A clear description of the matter and the outcome you are seeking;
  • Relevant dates, amounts, contract or project reference numbers;
  • Copies of supporting documents where available.

Anonymous complaints will be investigated where possible but the absence of contact details may limit our ability to communicate the outcome.

5. How we handle complaints

  1. Acknowledgement — within five (5) business days of receipt;
  2. Assessment — assigned to an independent reviewer not personally involved in the matter;
  3. Investigation — within twenty (20) business days for routine complaints, or thirty (30) business days for complex matters;
  4. Outcome — written response explaining findings, decision, any remedy, and escalation options;
  5. Recording — every complaint is logged in the central complaints register for trend analysis.

6. If you are not satisfied

If you are not satisfied with our response, you may:

  • Request escalation to a member of the board;
  • Refer the matter to the competent regulatory authority (for example, the Central Bank of Kosovo for matters within its remit, the Information and Privacy Agency for data-protection matters, or the Consumer Protection Authority for consumer matters);
  • Pursue your rights before the competent courts of Kosovo.

7. Confidentiality and data protection

Complaints are handled confidentially within ERAM and shared only with persons who need to know in order to investigate and resolve the matter. Personal data is processed in accordance with our Privacy Policy.

8. Governance and review

The complaints register is reviewed by senior management quarterly and by the board at least annually. Trends, root causes and corrective actions are reported as part of operational risk reporting.

Contact

Questions regarding this policy, or to report a concern: [email protected]. Confidential reports may also be made via our Whistleblowing channel.

ERAM Real Estate Sh.P.K. · Business no. (NUI) 812052025 · Registered 13/06/2023 · Rruga Agim Ramadani, Nr. 2, 10000 Prishtina, Kosovo