BitGo Custody MENA FZE Complaints Policy

1. Introduction

BitGo Custody MENA FZE is committed to providing high-quality products and services. We value feedback from our clients, including complaints, as an opportunity to improve. This policy outlines the process for submitting, handling, and resolving complaints in a fair, consistent, and timely manner.

2. What is a Complaint?

A complaint is:

"An expression of dissatisfaction made to or about BitGo Custody MENA FZE, related to our products, services, staff, or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required."

3. How to Submit a Complaint

To make a complaint, you can:

  1. Email us directly at support@bitgo.com with the subject line: “Official Complaint about BitGo Custody MENA FZE.”
  2. Fill out the Complaint Form here or download and send it to our team at support@bitgo.com.

Key Components to Include:

  1. Subject: Official Complaint about BitGo Custody MENA FZE
  2. Body: Provide your full name, email address, and phone number registered with BitGo Custody MENA FZE , along with the completed complaint form and any other relevant materials.

Third-Party Involvement: When third-party entities are involved in services related to Virtual Asset (VA) Activities, BitGo Custody MENA FZE will establish procedures to facilitate complaint handling between clients and these entities. BitGo Custody MENA FZE retains responsibility for resolving such complaints.

4. How We Will Deal with Your Complaint

Acknowledgement:

  1. Verbally Submitted Complaints: Acknowledged in the same manner and followed up in writing within 24 hours or as soon as practicable.
  2. Written Complaints (Email or Social Media): Acknowledged in writing within one week or as soon as practicable thereafter.

Investigation:

If immediate resolution is not possible, further investigation may be required, and additional information may be requested from you.

5. Resolution and Official Complaint Resolution (OCR)

A written response (OCR) will be provided within the following timeframes if:

  1. The complaint is not resolved within one week, or
  2. You request a written response.

Standard Complaints:

  1. Resolved within 4 weeks.

Complaints with Extraordinary Circumstances:

  1. Update within 4 weeks with reasons for delay.
  2. Resolution no later than 8 weeks.

Our OCR Will Include:

  1. Identification of the issues raised.
  2. Findings on relevant facts.
  3. Sufficient detail to understand our decision and whether to escalate the complaint.

6. When an OCR is Not Required

An OCR is not required if:

  1. The complaint is resolved to your satisfaction within 4 weeks and no OCR is requested, or
  2. An explanation and/or apology is provided when no further action is possible.

7. Escalation to VARA

If you are not satisfied with our response or resolution, you have the right to escalate your complaint to the Virtual Assets Regulatory Authority (VARA).

8. No Fees or Charges

No fees or charges are imposed for submitting or handling complaints.

9. Record Keeping

We maintain records of all complaints, actions taken, and resolutions. Records are retained for at least 8 years, in line with our Global Customer Complaints Policy.

10. Responsible Person

The Compliance Officer (CO) is responsible for resolving complaints as outlined in our Global Customer Complaints Policy.

11. Systemic Problem Identification and Remediation

We take reasonable steps to identify and remediate recurring or systemic issues by:

  1. Analyzing the causes of complaints.
  2. Considering impacts on other processes, services, or products.
  3. Correcting root causes to improve products and services continuously.

12. Additional Information

BitGo Custody MENA FZE is committed to prompt and thorough investigation of all complaints. We establish effective procedures for consistent handling of complaints in accordance with Rule III.A of the Market Conduct Rulebook.

We will:

  1. Acknowledge complaints within one week.
  2. Resolve complaints within four weeks, except in extraordinary circumstances (resolution no later than eight weeks).