1Version control
| Company | doValue Spain Servicing, S.A.U. and its subsidiaries |
|---|---|
| Title | Quality Policy |
| Version | V.1.0 |
| Document | Policy 2 |
| Produced by | Quality Manager |
| Date of Approval | 31/07/2026 |
| Person responsible for approval | Quality Manager |
| Date of ratification | 09/2026 |
| Responsible for ratification | Board of Directors of doValue Spain |
| Amended or repealed policies or regulations | n/a |
| Changes in this version | n/a |
| Date of last update | 31/07/2026 |
Version history
| Version | Reason for the Change | Person in charge | Date of approval | Date of ratification |
|---|---|---|---|---|
| 1.0 | Initial Version | Quality Manager | 31/07/2026 | — |
2Purpose
The purpose of this Quality Policy is to set out the principles, commitments and guidelines that govern the activities of doValue Spain Servicing, S.A.U. (hereinafter “doValue” or “DVSP” or “the Company” or “the organisation”) and its subsidiaries in matters of quality, with the aim of ensuring the provision of efficient, reliable and sustainable services geared towards the satisfaction of customers and other stakeholders.
This Policy constitutes the framework for the Organisation’s Quality Management System and reflects the commitment of the governing bodies and senior management to operational excellence, continuous improvement, the effective management of risks and opportunities, compliance with applicable legal, regulatory and contractual requirements, and the creation of value for customers, shareholders, employees and other stakeholders.
Furthermore, this Policy lays the foundations for the definition, implementation, monitoring and improvement of quality objectives, promoting a corporate culture based on customer focus, accountability, innovation, data-driven decision-making and compliance with applicable internal and external standards.
3 Scope and application
This Quality Policy is binding on doValue and all its subsidiaries, and applies to its governing bodies, senior management and all employees of the Organisation. Furthermore, its principles shall apply, where appropriate, to third parties, contractors and business partners acting on behalf of or for doValue within the scope of the Quality Management System’s activities.
The principles and commitments set out in this document must be taken into account at all stages of the planning, implementation, monitoring and improvement of the Organisation’s operational and support processes.
doValue’s Quality Management System, structured in accordance with the requirements of the ISO 9001 standard, covers the following activities:
“Provision of advisory, management and recovery services for financial asset portfolios (including performing, sub-performing, UTP and NPL loans), as well as the comprehensive management of associated property assets, including their administration, redevelopment and marketing, aimed at financial institutions, investors and other institutional clients. It also includes the provision of specialised debt management and recovery services on behalf of third parties, in both out-of-court and court proceedings.”
The Organisation will actively encourage its suppliers, contractors and external partners to carry out their activities in accordance with standards of quality, compliance and performance consistent with those set out in this Policy.
4Management’s Commitments
The Boards of Directors and Senior Management of doValue and its subsidiaries take the lead and are directly involved in the Quality Management System, and express their commitment to operational excellence, the satisfaction of customers and stakeholders, continuous improvement, compliance with applicable legal, regulatory and contractual requirements, and the sustainable development of the organisation.
In short, they undertake to:
- To ensure that the Policy is appropriate to the Organisation’s purpose, context and strategic direction.
- To integrate the requirements of the Quality Management System into business processes.
- To provide the necessary resources for its implementation, maintenance and improvement.
- To promote a process-based approach and risk-based thinking.
- To ensure compliance with legal, regulatory, contractual and other applicable requirements.
- To promote the continuous improvement of the Quality Management System.
- To ensure that the Policy is communicated, understood and implemented within the Organisation.
5. Integration and coordination with the Integrated Management System
This Policy forms part of the Organisation’s Integrated Management System and is implemented in coordination with the Criminal Compliance Policy, the Anti-Corruption Policy, and the policies and procedures relating to risk management, information security, data protection and other management systems in place.
Quality management will be integrated into business processes and into the mechanisms for planning, risk management, control, monitoring and improvement within the Integrated Management System.
6 Principles of Quality
In line with its Mission, Vision and strategic direction, and in keeping with its commitment to providing services that meet the requirements of customers, stakeholders and other applicable requirements, the Quality Policy of doValue and its subsidiaries is based on the following principles:
Quality as a culture
To make quality a cornerstone of the culture at doValue and its subsidiaries, involving all staff affected by the Quality Management System.
Staff commitment
To ensure that all staff involved in the Quality Management System identify with and are genuinely committed to the Quality Policy.
Risk management
To integrate quality management into the corporate risk management framework, by continuously identifying, assessing and addressing operational, regulatory, reputational and quality risks.
Support for day-to-day work
To support the work of all staff and provide them with the necessary resources to meet their objectives and ensure the effectiveness of the Quality Management System.
Participatory management
To develop a consultative and participatory approach to quality management that makes the most of the capabilities of everyone involved in the system.
Framework of objectives
To provide a framework for setting quality objectives.
Continuous optimisation
Continuously optimise the overall business process to eliminate the cost of non-quality.
Systematic measurement
Systematically measure the effectiveness and efficiency of the system, supporting management with objective data to achieve continuous improvement.
Data-driven decisions
To promote decision-making based on data, indicators, objective evidence and control mechanisms that enable the effectiveness and efficiency of processes to be assessed.
Extension to suppliers
To extend the scope of the Quality Policy guidelines to suppliers, contractors and subcontractors, working with them to establish systems that ensure compliance with the requirements.
Shared standards
To encourage suppliers, external contractors and business partners to adhere to the standards of quality, compliance and performance required by doValue.
A relationship of trust
To maintain a relationship of trust with clients, investors and other stakeholders, ensuring that services are provided in accordance with the agreed contractual, regulatory and quality standards.
Stakeholder awareness
To implement systems that enable us to identify the needs and expectations of stakeholders, whilst establishing mechanisms to achieve the highest level of satisfaction.
Continuing professional development
To provide ongoing training and information for all staff involved in the Management System.
Innovation and digital transformation
To drive innovation, digital transformation and the continuous improvement of processes in order to enhance operational efficiency, service quality and the customer and user experience.
Regulatory compliance
To comply strictly with current legislation, as well as with the legal and other requirements applicable to doValue and its subsidiaries, including the reference standards of the Quality Management System.
Continuous improvement
To commit to the continuous improvement of the Quality Management System.
Risks and opportunities
To continuously identify, assess and manage the risks and opportunities associated with the provision of services, whilst promoting preventive and improvement measures.
Ethics and integrity
To conduct our business in accordance with the principles of ethics, integrity and regulatory compliance, whilst promoting a corporate culture focused on preventing breaches and acting responsibly.
Complaints and opportunities for improvement
To manage complaints, incidents and opportunities for improvement effectively, using them as a tool to enhance service quality and stakeholder satisfaction.
7 Continuous improvement of the Quality Management System
doValue and its subsidiaries are committed to continuously improving the effectiveness of their Quality Management System by establishing and monitoring objectives, indicators, audits, controls, periodic reviews and action plans aimed at improving performance and the satisfaction of customers and stakeholders.
8Communication, approval and review
This Policy will be communicated to all persons covered by its scope and will be made available to interested parties through the corporate channels established by the Organisation.
The Policy will be reviewed periodically to ensure that it remains in line with the Organisation’s strategy, the development of its activities, the applicable requirements and the needs of the Quality Management System.
