Complaints Handling Policy

1. Definition of a Complaint

A complaint is any expression of dissatisfaction or disappointment regarding:

• The quality or delivery of XchangeOn’s services or processes
• Conduct of an employee or representative of XchangeOn
• Our complaints handling process itself

2. Submitting a Complaint

To file a complaint, please use one of the following methods:

• Email: Send a detailed description to support@xchangeon.io.
• Support Portal: Please raise a ticket through our support portal to submit your complaint.

3. Required Information

When submitting a complaint, please include:

1. Your full name and XchangeOn user ID;
2. Subject, Department and priority;
3. Contact details (email and/or phone number);
4. A clear description of your concern;
5. Any supporting documentation, if applicable.

You may also refer to the Complaint Form on our Platform for guidance.

4. Acknowledgment and Initial Response

1. We will acknowledge receipt of your complaint within 1–2 business days for high priority and 3–5 days for low priority ticket submission.
2. Our acknowledgment will include:
   • The name and contact details of the person assigned to handle your complaint;
   • A summary of our complaints resolution procedure;
   • A statement that you may request a copy of this policy at no charge.

5. Investigation and Resolution

1. Assessment: We will evaluate your complaint, assign a risk rating, and initiate an internal investigation.
2. Corrective Actions: Where appropriate, we will implement remedial measures to address any identified issue.
3. Final Response: Once the investigation is complete, we will provide you with a written summary of our findings and, if applicable, any remediation or compensation. If we reject your complaint, we will explain our reasons in detail.
4. Unresolved Complaints: If you remain dissatisfied, you may escalate your complaint to:
   • VARA: The Virtual Assets Regulatory Authority in Dubai
   • External Dispute Resolution: Any arbitration body or court of competent jurisdiction in the Emirate of Dubai

6. Third-Party and VASP-Related Complaints

• Third-Party Services: If your complaint concerns services provided by a third-party provider, we will forward your concern to the relevant provider and continue to monitor resolution in accordance with this policy.
• Other VASPs: If another Virtual Asset Service Provider (“VASP”) is partially or fully responsible for your complaint, we will:
  • Request your written consent to forward the complaint or relevant parts to that VASP,
  • Inform you promptly,
  • Provide contact details of the recipient VASP, and
  • Continue to manage any portions of the complaint that remain with XchangeOn.

7. Record Retention

XchangeOn will retain all records related to your complaint—documentation, correspondence, and resolution—for at least eight (8) years, in compliance with regulatory and internal recordkeeping requirements.

8. Resolution Timeline

• Standard Cases: We aim to resolve complaints within four (4) weeks from the date we receive them.
• Extended Cases: In exceptional circumstances where more time is needed, we will:
  • Notify you within four (4) weeks of receipt,
  • Explain the delay, and
  • Complete resolution no later than eight (8) weeks from initial submission.
• Escalation to VARA: If a complaint remains unresolved beyond eight (8) weeks, you have the right to refer it to VARA.

9. No Fees or Charges

There are no fees or charges for submitting or processing your complaint.

Contact Us:

If you have any questions about this policy or require assistance with submitting a complaint, please contact us at support@xchangeon.io.