DESCRIPTION OF THE ACCESSIBILITY OF SERVICES TO NATURAL PERSONS BY THE ARTEA GROUP COMPANIES

We strive to ensure that consultations at our bank branches are clear and convenient. If you require additional assistance, you can always ask a member of our staff for help.

You are welcome to visit a bank branch accompanied by a person of your choice who, if needed, may participate in the consultation and assist you in communicating or understanding the information provided. We communicate directly with you and provide information to you, while respecting your choices and decisions. If your accompanying person participates in the consultation, our employee may ask them to explain how they are assisting you to ensure that the consultation proceeds smoothly. An accompanying person may help you communicate or understand the information provided, but all decisions regarding the services are made by you.

If you have a legally appointed representative (a guardian or curator appointed by a court), we will provide our services in accordance with the representation arrangements established by applicable legislation.

Our employees receive regular training to strengthen their knowledge of serving customers with diverse needs, based on the principles of respect and attentiveness.

Our physical branches are equipped with queue management terminals designed to accommodate customers with diverse needs. These terminals can be operated without touching the screen by using a separate button control panel. They also include a headphone jack, allowing the information to be provided in audio format. If you require additional assistance, you can always ask a member of our staff for help.

To avoid waiting and make your visit more convenient, we recommend booking an appointment in advance at a time that suits you: Book an appointment.

We continuously modernise our bank branches. Due to objective constraints (for example, the characteristics of the building), some branches cannot be fully adapted for access by wheelchair users. In such cases, please contact us so that we can work with you to find a suitable solution.

If you are unable to visit a bank branch, we can provide consultations remotely.

You can choose the consultation channel that is most convenient for you:

• by telephone;
• by email; or
• online via the Live Chat feature available on www.artea.lt/en.

During a telephone consultation, you will be asked to use your telephone keypad to select the topic of your enquiry. In some cases, your identity may also be verified using your telephone keypad. For more information about customer service by telephone, please see Customer Service by Telephone.

If a telephone consultation is not convenient for you, you can contact us by email. By email, you can ask general questions or obtain more information about our services. We will respond in writing, providing information in a clear and easy-to-understand manner.

You can also use the Live Chat feature on www.artea.lt/en to communicate with a bank adviser in writing. Please note that the chat window may not be fully compatible with screen reader software.

Certain consumer credit services may be provided at the sales outlets of Artea Lizingas intermediaries and through the intermediary's digital channels.

If you receive a service at an intermediary's sales outlet and require assistance, the intermediary's employee may:

• explain the documents to you verbally; or
• if necessary, send draft documents to the email address you have provided.

If you visit an intermediary's sales outlet accompanied by a person of your choice (for example, a personal assistant), the intermediary's employee will communicate with both you and your accompanying person to ensure that the documents and the process are clear and easy to understand. An accompanying person may help you communicate or understand the information provided, but all decisions regarding the services are made by you.

If documents are signed on a tablet device, the VoiceOver or TalkBack screen reader may be used. Please note that TalkBack functions correctly only on devices running Android 15 or later. If the device does not support Android 15 or a later version, we can explain the contents of the documents to you verbally.

When developing and improving the www.artea.lt/en, website, we strive to ensure that it is convenient and accessible for all users, including persons with diverse needs or disabilities. To achieve this, we follow the Web Content Accessibility Guidelines (WCAG) and apply the principles of WCAG 2.1 Level AA.

At present, you may encounter the following accessibility limitations on our website:

• in some website forms that require you to select a value from a list, users of screen reader software may experience difficulties reading or selecting items. In such cases, an item can only be read and selected after it has been activated by pressing the Enter key,
• some PDF documents may not be fully accessible for users of screen reader software.

If you find any part of our website difficult to access or use, we encourage you to let us know. You can find our contact details in the "Feedback and Support" section. Your feedback helps us continue improving the accessibility of our website.

We regret that Artea Bank's Internet Bank is not yet fully accessible to customers with diverse needs. We are currently developing a new Internet Bank and are implementing accessibility features as part of that development.

At present, you may encounter the following accessibility limitations when using the Internet Bank:

• information may not be structured correctly using headings;
• some elements (such as buttons, selection controls or pop-up messages) may not be recognised by screen reader software;
• in some areas, the contrast between text and the background may be insufficient;
• some links may not have clear descriptions;
• some interactive buttons may not have clear labels;
• some data entry fields may not have appropriate labels.

In some cases, the following functions may be limited or difficult to use:

• ordering and activating a new payment card;
• initiating payment transfers;
• generating payment transaction statements;
• logging in using customer authentication methods.

We regret that there are currently areas within the Artea Bank Mobile App where users may find it difficult to distinguish between informational and interactive elements (such as buttons or links). We are currently developing a new mobile app and are implementing accessibility features as part of that development.

In some cases, the following functions may be limited or may not operate correctly:

• in the Android version of the app, the payment transfer service may not function correctly;
• under Cards / Settings, it is not possible to change payment card settings (for example, enable or disable online card payments, adjust spending limits, etc.);
• when using the VoiceOver screen reader, it is not possible to open and view payment transaction statements in PDF format.

Artea Lizingas Self-Service / Artea Lizingas Mobile App (Android/iOS)

In some cases, text (for example, the personal identification number field on the login screen, text displayed in promotional content, or the scrolling text in the credit calculator) may be difficult to read due to insufficient colour contrast.

The scrolling text in the credit calculator may not be fully readable using screen reader software. In such cases, you can click the information icon in the calculator to display the information in a static (non-scrolling) format, making it easier for screen reader software to read.

Artea Lizingas e-credit

If you use TalkBack on a tablet or another Android device that is not running Android 15 or a later version, the text of the document generated during the application or agreement signing process may not be displayed correctly.

Our newly issued payment cards feature a tactile notch that makes it easier to distinguish a debit card from a credit card and helps users insert the card correctly into an ATM or payment terminal.

A list of our ATMs is available on our website: Book an appointment.

The installation height of our ATMs does not exceed the maximum height of 1.22 metres, with the standard height being 0.87 metres. This helps ensure that the keypad is within easy reach and that the screen is clearly visible.

Our ATMs offer the following accessibility features:

• enlarged on-screen text and larger icons for selection buttons. All ATMs, including those with touchscreens, are equipped with large function buttons;
• PIN keypads include a raised tactile marker on the central key, as well as tactile OK and Cancel buttons to facilitate easier navigation by touch.

At present, our ATMs may not provide spoken audio instructions for transactions. As a result, they may be more difficult to use for persons with visual impairments.

We aim to present information about our banking services, including agreements, terms and conditions, and other documents, in clear and plain language corresponding to B2 level or below.

If you find a document or any information difficult to understand, we encourage you to contact us. We will explain it in a way that is easier for you to understand.

To make it easier to use our digital services, you can configure your device, operating system and browser to enable the accessibility features that best meet your needs.

For example, you can:

• use screen reader software such as VoiceOver (Mac, iOS) or TalkBack (Android);
• navigate using a keyboard or browser keyboard shortcuts (for example, Tab to move between fields, Enter to select an item, and Ctrl + / Ctrl - to zoom in or out);
• enable High Contrast mode in your device's operating system settings.

We also recommend ensuring that the assistive technologies you use are compatible with your device and browser, and that you use the latest version of your browser.

Your feedback helps us improve the accessibility of our services. If you experience accessibility barriers when using our services or have any questions, please contact us:

• by telephone: +370 610 44447;
• by email: [email protected];
• by post: Konstitucijos Ave. 14A, LT-09308 Vilnius, Lithuania;
• or visit your nearest Artea Bank customer service branch: Contacts and Appointment Booking.

We normally respond to feedback within 15 business days.