Complaints Handling Policy
We're here to help resolve your concerns
Our Commitment
ZINBLOCK FZE values your feedback and is committed to resolving complaints fairly, efficiently, and professionally. We maintain a structured complaints handling process in accordance with VARA regulations and international best practices.
How to Submit a Complaint
Phone
+971 800 779726
Mon-Fri, 9 AM - 6 PM GST
Live Chat
Platform support chat
Available when logged in
Post
04, Sheikh Rashid Tower, Dubai World Trade Centre, Dubai, UAE
Information to Include
To help us resolve your complaint quickly, please provide:
Your full name and account details
Clear description of the issue
Relevant dates, times, and transaction IDs
Supporting documentation (screenshots, emails, etc.)
Your preferred resolution
Our Resolution Process
Acknowledgment (Within 24 hours)
We confirm receipt of your complaint and assign a reference number.
Investigation (3-5 business days)
Our team reviews your complaint, gathers information, and investigates the issue thoroughly.
Resolution (Within 15 business days)
We provide a written response with our findings and proposed resolution.
Follow-up
We ensure the resolution is implemented and you're satisfied with the outcome.
Escalation Process
If you're not satisfied with our initial response:
Step 1: Request escalation to Senior Management by emailing escalations@zinblock.com
Step 2: If still unresolved, escalate to our Chief Compliance Officer at compliance@zinblock.com
Step 3: You may contact VARA directly:
Dubai Virtual Assets Regulatory Authority
Level 8, Gate Building, DIFC, Dubai, UAE
Email: complaints@vara.ae
Website: www.vara.ae
Your Rights
Fair and impartial investigation
Written response explaining our decision
No adverse consequences for filing
Escalation to external authorities
Complaint Statistics
We publish quarterly reports on complaint statistics, including volume, categories, and resolution times, demonstrating our commitment to transparency and continuous improvement.
We value your feedback. Your complaints help us improve our services and ensure we meet the highest standards. We are committed to treating all complaints seriously and resolving them fairly and promptly.