SUMMARY OF COMPLAINTS HANDLING POLICY

We, Gate Technology FZE (“Company”, “we”, “us”, “our”, or “ours”) are licensed and regulated by the Virtual Assets Regulatory Authority (“VARA”) in the Emirate of Dubai for providing Exchange Services.

We are committed to being proactive and responsive to the needs and concerns of our clients (“you”, “your” or “yours”). Hence, we have adopted a Complaints Handling Policy (“Policy”) in order to ensure a fair and quick process for handling and redressal of complaints that may arise from our relationship with you. The Policy serves as a guide for us and will be reviewed by us on a periodic and ad hoc basis.

To aid you in submitting a complaint to the Company, we have prepared this summary for you.

What is a complaint?

Complaint is defined as an expression of discontent or disappointment related to the quality of the services or processes provided by the Company.

You may submit a complaint to the Company of discontent or disappointment in relation to the quality of the services, processes, any unacceptable conduct of an employee or any individual acting on behalf of the Company or in relation to the complaint handling process itself.

What can I do if I wish to submit a complaint?

You may contact the Company to express its dissatisfaction by lodging a complaint with the Company via the following means:

What should I include in the complaint?

You should include the follow details in your complaint:

You may also refer to the complaint form here [Complaint Form].

What will you do about my complaint?

We will acknowledge your complaint within one [1] week.

We will consider the subject matter of the complaint, assign a risk rating to the complaint and provide you with key details of:

Internal investigations will be carried out on all complaints received and where appropriate, corrective measures will be implemented. Once the investigation is completed, we will provide notice to you and offer a summary of the outcome. Where appropriate, it may also include a final offer of redress. If the complaint has been rejected, detailed reasons for the same will be provided. Further, you will be informed about our complaint resolution mechanism if the complaint remains unresolved. If you are not satisfied with our resolution, you may submit a complaint to other independent bodies such as VARA or seek external dispute resolution scheme, arbitration, courts in the Emirate of Dubai.

If your complaint is related to any third-party entities, we will facilitate the handling of complaints from you on the services offered by the third party entities. We will transmit such complaints to such third party entities and remain responsible for resolving such complaints, in compliance with the Policy.

If we consider that any other virtual assets service provider (“VASP”) as defined in the applicable laws of VARA is entirely or partly responsible for the subject matter of a complaint, we may refer the complaint or relevant part of it to another VASP. In any such event, we will inform you promptly regarding the circumstances and that we would refer the complaint either entirely or in part to another VASP, and we shall obtain written consent from you to do so. We will only do so if we have obtained your consent, and will promptly inform you once the complaint has been referred and provide you with adequate contact details of any individual at the other VASP responsible for handling the complaint. We will continue to deal with any part of the complaint not referred to the other VASP in accordance with the applicable laws of VARA.

Please note that we will retain all records in relation to your complaint to fulfil our regulatory and compliance requirements.

How long does it take to handle my complaint?

We attempt to resolve all complaints within four [4] weeks of the complaint being made, except in extraordinary circumstances in which case we will provide you an update on the status of the complaint, and explain the extraordinary circumstances delaying its resolution, within four [4] weeks of the complaint being made and resolve the complaint no later than eight [8] weeks from when the complaint was made.

Where the complaint is not resolved within the timeline, you have the right to refer the complaint to the VARA once the timeline provided by us lapses.

Will there be any fees or charges for me to submit a complaint?

No fees or charges will be imposed for the submission or handling of any complaints.