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Complaints

1. COMPLAINTS HANDLING

AXEN LIFE DMCC is committed to handling all client complaints fairly, promptly, and transparently in accordance with the requirements of the VARA Market Conduct Rulebook (Rules III.A and III.B).

2. WHAT COUNTS AS A COMPLAINT

A complaint is any expression of dissatisfaction, whether oral or written, from a client relating to AXEN LIFE DMCC’s provision of Virtual Asset services, including but not limited to the execution of transactions, fee charges, account management, or the conduct of AXEN LIFE DMCC’s staff. A complaint will be considered to have been made from the moment AXEN LIFE DMCC receives it through any of the channels listed below. Submissions do not need to use the word “complaint” to be recognised as one.

No fees or charges are imposed for the submission or handling of any complaint.

3. HOW TO SUBMIT A COMPLAINT

Complaints may be submitted through the following channels:

Email: compliance@axenbroker.com
In writing: Compliance Officer, AXEN LIFE DMCC, Unit 3300, Mazaya Business Avenue BB2, Jumeirah Lakes Towers, Dubai, United Arab Emirates

When submitting a complaint, please include:

  • Your full name and account details
  • A clear description of the issue, including dates and any relevant transaction references
  • The outcome you are seeking
  • Any supporting documentation


4. WHAT HAPPENS AFTER YOU SUBMIT

Acknowledgment: We will acknowledge receipt of your complaint within one (1) week of it being made.

Investigation: Your complaint will be investigated by our Compliance team, who will review all relevant information, records, and communications.

Resolution: We aim to resolve all complaints within four (4) weeks of receipt. In extraordinary circumstances where resolution within four (4) weeks is not possible, we will notify you within that four-week period of the reason for the delay and the expected resolution date. In all cases, complaints will be resolved no later than eight (8) weeks from the date the complaint was made.

Outcome: You will receive a written response setting out the outcome of the investigation, the reasons for our decision, and any remedial action taken or offered.

5. ESCALATION

If you are not satisfied with the outcome of your complaint, or if your complaint has not been resolved within four (4) weeks (or eight (8) weeks in extraordinary circumstances), you may escalate the matter to VARA at:

Website: www.vara.ae
Email: info@vara.ae

AXEN LIFE DMCC will cooperate fully with any inquiry initiated by VARA in connection with a client complaint.

6. THIRD-PARTY SERVICE PROVIDERS

Where a complaint relates to services provided by a third-party service provider engaged by AXEN LIFE DMCC, AXEN LIFE DMCC will facilitate the handling of that complaint with the relevant third party. AXEN LIFE DMCC remains responsible for the resolution of all such complaints and will keep you informed throughout the process.

7. RECORD KEEPING

All complaints and their outcomes are recorded and retained by AXEN LIFE DMCC for a minimum of eight (8) years in accordance with applicable regulatory requirements. AXEN LIFE DMCC periodically analyses complaints to identify common root causes, assesses whether those root causes may affect other services or processes beyond those directly complained about, and takes corrective action where appropriate to prevent recurrence.