COMPLAINTS HANDLING PROCEDURES

RAISING A COMPLAINT TO MIDCHAINS LIMITED 


If you wish to raise a complaint to MidChains Limited in relation to the services we offer, you can raise your complaints through our Platform here .



HANDLING COMPLAINTS 



MidChains will acknowledge the receipt of your complaints in writing via email within seven (7) calendar days. The acknowledgement email will be coming from  support@midchains.com , and will include the details as follows: 

  1. the complaint’s unique reference number to be used in all future contact; 

  1. the contact details of the person who will be responsible for handling the complaint;   

  1. the timelines in which MidChains will update you on the progress of handling the complaint (we aim to resolve complaints promptly and in any event within 60 days of receipt, and we will update you on progress if the matter has not been resolved within 30 days of receipt);   

  1. the procedures for referring the complaint to another regulated Financial Institution;  

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

If you are not satisfied with our response, you can refer your complaint to our regulator, the Financial Services Regulatory Authority (FSRA) at  fsra.complaints@adgm.com  or through the ADGM website at  https://www.adgm.com/operating-in-adgm/additional-obligations-of-financial-services-entities/enforcement/complaints/submit-a-complaint . 

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