Deutsche Bank Governance and operations Non-Financial Report 2022 Client satisfaction Private Bank Germany conducts an integrated complaint management for its Deutsche Bank and Postbank brands focusing on client-oriented solutions and regular analytic reporting to both management and sales channels. This information is considered in other processes like Product Lifecycle Reviews to continuously improve the quality of customer experience, product portfolio, and advisory. Complaints are recorded in a digital register and forwarded to the responsible department which analyses and processes the facts carefully and answers the customer. As a general rule, the complainant receives a final reply within three weeks of receipt of the complaint. The number of complaints in 2022 was at the level of the previous year. There was an increased number of complaints related to closures of savings products. On the other hand, customer reactions with regards to the topics “Updating business partner data” and “Estate regulations” declined significantly. Private Bank Germany participates in applicable dispute-resolution schemes run by national ombudsmen. These schemes offer a free service to clients who prefer not to dispute directly with the bank. Alternatively, clients can also contact the respective division in supervisory authority BaFin. Client complaints at International Private Bank decreased by 14% in 2022 compared to 2021. Italy experienced a decrease of 27% driven primarily by lower number of complaints related to process improvements and client communication topics, while Belgium experienced a drop of 23% mostly driven by a decrease in the number of complaints related to product pricing topics and process improvements. In 2022, International Private Bank registered less than 1% of complaints related to breaches of client privacy from third parties (substantiated), none of which were of systemic relevance. The Global Product Risk & Oversight Governance Forum conducts quarterly reviews of the output of product life cycle analysis and management processes for International Private Bank globally. In particular, the Global Product Risk & Oversight Governance Forum reviews product-related client complaints relating to capital markets products (incl. illiquid funds). In 2022 the International Private Bank worked on the expansion of the governance framework, to incorporate product-related complaints. For DWS, the volume of client complaints trended slightly down. A significant number of client complaints in previous years was in relation to DWS´s Digital Investment Platform. DWS agreed with BlackFin Capital Partners on a long-term strategic partnership to jointly evolve the Digital Investment Platform by transferring the business into a new company, MorgenFund GmbH, in which DWS maintains a minority stake of 30%. The transaction was completed in November 2022. DWS will not report client complaints raised against MorgenFund GmbH. DWS received a number of protest emails and letters in November 2022 as a result of a concerted action by an NGO which were also dealt with by the client complaint department. 99