Dermophisiologique S.r.l. Società Benefit is committed to maintaining an open, transparent, and accessible dialogue with all stakeholders. As a Benefit Corporation and Certified B Corporation, the Company recognizes the importance of providing effective mechanisms through which stakeholders may raise concerns, submit complaints, report observations, or communicate potential impacts related to the Company's activities, products, services, or business conduct.

This Policy establishes the principles and procedures governing the receipt, assessment, management, and resolution of stakeholder complaints and grievances, in accordance with the Company's commitment to ethical business practices, accountability, transparency, and continuous improvement.

The Complaint and Grievance Management System is available to all stakeholders, including but not limited to:

• Customers and consumers
• Employees and contractors
• Suppliers and business partners
• Partner Beauty and Aesthetic Centers
• Local communities
• Industry and institutional partners
• Environmental stakeholders
• Investors and governance bodies
• Any other interested or affected parties

Stakeholders may submit complaints, concerns, observations, or grievances relating to:

• Product or service quality
• Ethical conduct and corporate governance
• Environmental sustainability practices
• Human rights and labor-related matters
• Marketing, communication, and commercial practices
• Non-compliant, inappropriate, or unethical behavior
• Any actual or potential impact arising from the Company's operations, products, services, or business relationships

Reports may be submitted through the following channels:
E-mail: info@dermophisiologique.it
Website: Contact form link
Stakeholders are encouraged to provide sufficient information to facilitate the assessment and resolution of the matter.

All complaints and grievances received are managed through a structured process that includes:

1. Registration and acknowledgment of receipt;
2. Review by the appropriate responsible personnel;
3. Objective, impartial, and confidential assessment;
4. Identification and implementation of corrective actions or further investigations, where necessary;
5. Monitoring and follow-up until closure of the case.

Dermophisiologique is committed to ensuring that all reports are handled fairly, consistently, and in a manner that supports continuous organizational improvement.

Except in particularly complex situations or where third-party involvement is required, Dermophisiologique aims to:

• Acknowledge receipt of the complaint within two (2) business days;
• Provide an initial response within five (5) business days;
• Complete the assessment and resolution process within fifteen (15) business days.

Where additional investigations, technical assessments, product analyses, supplier consultations, or other activities are necessary, the reporting party will be informed of the progress of the review and the expected timeline for resolution.

Where appropriate and feasible, Dermophisiologique undertakes to:

• Confirm receipt of the complaint or grievance;
• Provide updates regarding the status of the review process;
• Communicate the outcome and closure of the case;
• Explain any decision not to proceed or any limitations affecting the Company's ability to address the matter.

Dermophisiologique strictly prohibits any form of retaliation, discrimination, harassment, or adverse treatment against individuals who submit complaints or grievances in good faith.
All reports are managed in accordance with the principles of confidentiality, impartiality, fairness, and respect for the rights and dignity of all parties involved.

Dermophisiologique periodically monitors the number of reports received, average processing times, and any corrective actions implemented, using this information to continuously improve its processes, products, and stakeholder relationships.

"This system is part of Dermophisiologique's ESG governance and stakeholder engagement framework."