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BitGo MENA FZE Complaints Policy

1. Introduction

BitGo 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 defined as: An expression of dissatisfaction made to or about BitGo 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

Submission methods:

  • Email support@bitgo.com with subject line: "Official Complaint about BitGo MENA FZE"

  • Complete Complaint Form available at /complaint-form

Key Components to Include:

  1. Subject: Official Complaint about BitGo MENA FZE

  2. Body: Full name, email address, phone number registered with BitGo MENA FZE, completed form, and relevant materials

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

4. How We Will Deal with Your Complaint

Acknowledgement:

  • Verbal complaints: Acknowledged same manner, followed up in writing within 24 hours or as soon as practicable

  • Written complaints (email/social media): Acknowledged in writing within one week or as soon as practicable

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)

Written response (OCR) provided within timeframes if:

  1. Complaint not resolved within one week, or

  2. Written response requested

Standard Complaints: Resolved within 4 weeks.

Complaints with Extraordinary Circumstances: Update within 4 weeks with reasons for delay. Resolution no later than 8 weeks.

OCR Will Include:

  1. Identification of issues raised

  2. Findings on relevant facts

  3. Sufficient detail to understand decision and escalation options

6. When an OCR is Not Required

An OCR is not required if:

  1. Complaint resolved to satisfaction within 4 weeks with no OCR request, or

  2. Explanation and/or apology provided when no further action 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

Reasonable steps taken to identify and remediate issues by:

  1. Analyzing complaint causes

  2. Considering impacts on other processes, services, or products

  3. Correcting root causes to improve continuously

12. Additional Information

BitGo 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.

Commitments:

  1. Acknowledge complaints within one week

  2. Resolve within four weeks, except extraordinary circumstances (resolution no later than eight weeks)