Complaints Handling Process

HashKey MENA Complaints Handling Procedure

 

Customers may file a complaint, if they are not satisfied with the services/ products provided or failed to be provided by HashKey MENA FZE (the “Company”). Once the Company has received customer complaints, the Company will deal with the matter as soon as practicable.

If you have a complaint with HashKey MENA FZE, you agree to first contact our customer support team who are available 24/7 via live chat or email at [e-mail] to attempt to resolve such complaint. If we cannot resolve the complaint through our customer support team where available, you agree to use the complaints process set out in this document.

Hashkey will not impose any fees for complaint handling.

 

How can a complaint be made?

 

Customers can file customer complaint to the Company by email ([e-mail]), setting out the complaint in full details including but not limited to circumstances of the alleged incident.

Alternatively, customers can complete the online complaint form which can be found here.

 

What do customers need to provide when a complaint is lodged?

 

When a customer lodges a complaint, the Company requires certain information to verify the customer's membership. To help us resolve your complaint as quickly as possible, please provide the following details:

 

• Customer’s full name, address and other relevant personal details such as account;
• Number or account details to the extent that is necessary;
• A clear and honest outline of customer’s complaint;
• Copies of any supporting documents concerning the customer’s complaint; and
• Details of what customer would like the Company to do to rectify the situation.

 

Any personal information collected shall be subject to the applicable Privacy Policy.

 

How will a complaint be dealt with?

 

A complaint will be dealt with by (a) an individual not directly concerned with the subject of the complaint or (b) a compliance officer. If the Company can resolve the complaint within one (1) week following the day it was received, the Company will send the complainant the investigation result together with an explanation of the Company’s decision. Where the complaint is not genuine or does not include necessary information, no investigation will be carried out and customer will be informed accordingly, if applicable.

 

If further investigation is required, the Company will send the complainant an acknowledgement of receipt of their complaint within one (1) week following the day it was received. The Company will aim to provide the complainant with a written reply within four (4) weeks from the date the complaint is received. In extraordinary circumstances where a resolution cannot be achieved within four (4) weeks of the complaint being made, the Company will provide the complainant with an update on the status of the complaint, explain the extraordinary circumstances delaying its resolution, and will resolve the complaint no later that eight (8) weeks from when the complaint was made.

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If customers are not satisfied with the Company’s response?

 

If customers are not satisfied with the decision, customers may request the Company to review the decision by providing new material information or evidence or refer the matter to other relevant regulators or relevant authorities.

For complaints or disputes that cannot be resolved via the complaint process set out above, the dispute resolution process as set out in the Investor Business Terms at Section 62 shall apply.