Raising a Complaint to MidChains FZE

If you wish to raise a complaint to MidChains (the “Firm”) in relation to the services we offer, you can raise your complaints through email, WhatsApp or through any of our Social Media Platforms.

Any expression of dissatisfaction with our services, irrespective of the communication channel used, will be classified and handled as a complaint in accordance with the VARA Market Conduct Rulebook. We do not impose any fees for the submission or handling of complaints. Where a complaint involves a third-party service provider, we will take reasonable steps to facilitate resolution with the relevant party while retaining full responsibility and accountability for the investigation and timely resolution of the complaint in line with applicable regulatory requirements

Handling Complaints

MidChains will acknowledge the receipt of your complaints in writing via email within one (1) week. The acknowledgement email will include the details as follows:

• The complaint’s unique reference number to be used in all future contact with the Firm in relation to the complaint.

• The contact details of the person who will be responsible for handling the complaint.

• The timeline in which MidChains will update you on the progress of handling the complaint (the Firm aims to resolve complaints promptly and in any event within 4 weeks of receipt, and the Firm will update you on the progress if the matter has not been resolved within 4-8 weeks of receipt).

• That the Complainant will be advised in writing of the resolution of the complaint and with clear terms of redress, if applicable.