Fundamental Policy Against Customer Harassment

Financial Partners Group Co.,Ltd., along with its domestic subsidiaries: FPG Securities Co.,Ltd., FPG Trust Co.,Ltd., FPG Air Co.,Ltd., and FPG Owners Co.,Ltd. (hereinafter collectively referred to as "the Group"), believe that we can provide the best possible services only when our customers and the employees of the Group respect each other and build a sustainable relationship through sincere dialogue.

The Group takes the various valuable opinions received from our customers seriously and is committed to utilizing them to provide services that meet customer expectations. However, with regard to words and actions that constitute customer harassment against the Group's employees, we will not tolerate such words and actions recognizing that it is our duty as an employer to maintain a healthy workplace environment and ensure that our employees can work in good mental and physical condition in order to continue providing the best services to our customers in a sustainable manner.

In order to take necessary measures against actions described below to harm the mental or physical safety of our employees, we hereby establish the "Fundamental Policy Against Customer Harassment."

1. Definition of Customer Harassment

"Customer harassment in the workplace" refers to conduct that meets all the elements from (1) to (3): (1) words and actions by customers, etc. occurring in the workplace, (2) which exceed the bounds of what is socially acceptable in light of the nature of the duties engaged in by the employees and other related circumstances, and (3) which consequently harm the working environment of the employees.

Examples of Customer Harassment

Note: The following descriptions are illustrative examples and are not limited to these.

Content of words and actions that exceed the boundary acceptable by socially accepted norms:

• Demands that lack any justification or are completely unrelated to products or services
  • Making sexual demands or demands that infringe upon an employee's privacy.
• Demands that significantly exceed the scope of services expected under contracts, etc.
  • Demanding the provision of services that significantly exceed the terms of the contract.
• Demands that are extremely difficult or impossible to fulfill
  • Demanding a significant reduction in the contract amount.
• Unjustified claims for damages
  • Making unjustified claims for damages that are unrelated to the content of the products or services.

Methods or manners of conduct that exceed the scope acceptable by socially accepted norms:

• Physical attacks (assault, injury, etc.)
  • Committing acts of violence such as punching, kicking, or hitting.
  • Throwing objects.
  • Intentionally bumping into others.
  • Spitting at or on someone.
• Psychological attacks (threats, slander, defamation, insults, abusive language, demanding a prostrate apology, etc.)
  • Threatening employees by implying damage to store property or posting negative reviews on the internet, including social media and other platforms.
  • Posting or disclosing information related to an employee's privacy on the internet, including social media and other platforms.
  • Engaging in words or actions that deny an employee's personality or dignity, including making insulting remarks regarding an employee's sexual orientation or gender identity.
  • Forcing or demanding a prostrate apology (Dogeza).
  • Taking photos or videos surreptitiously or without permission.
  • Exposing sensitive personal information, such as an employee's sexual orientation or gender identity, to others without the employee's consent, or forcing/prohibiting the employee to disclose/from disclosing such information.
• Intimidating words and actions
  • Intimidating employees or people nearby by raising one's voice.
  • Engaging in anti-social words and actions.
• Continuous or persistent words and actions
  • Persistently repeating the same questions.
  • Shifting the focus from the original topic, nitpicking, or persistently badgering employees.
  • Persistently and repeatedly sending similar emails, etc.
• Restrictive words and actions (refusal to leave, staging a sit-in, confinement)
  • Detaining employees for long by staying at the office or remaining on the phone.

2. Addressing Customer Harassment

In response to conduct that is deemed to be customer harassment, we will attempt to engage in sincere dialogue, however will also respond resolutely and as an organization to ensure the physical and mental safety of our employees. In the unlikely event that malicious words or actions continue without improvement, we may terminate our service and communication, and take legal action, suspend transactions, or refuse future business collaborating with specialized institutions such as the police and attorneys.