Complaints Handling Policy

Damex Digital Limited is committed to providing a high-caliber service to all our clients and taking any complaints seriously. In accordance with MiCA (EU) 2023/1114 and the Malta Financial Services Authority (MFSA) rules, we have established a transparent and effective procedure to handle complaints promptly, fairly, and free of charge.

1. How to File a Complaint

What is a Complaint?

A complaint is a formal statement of dissatisfaction from a client (customer) to a Crypto-Asset Service Provider (CASP) or issuer regarding the crypto services or products offered, triggering a mandatory, free-of-charge resolution process to protect consumers from issues like fraud, mismanagement, or poor service.

To ensure your complaint is handled efficiently and in compliance with Regulation (EU) 2023/1114, we have established a specific template for submissions.

Submission Methods

You may submit a formal complaint by emailing our Compliance Department at complaints@damex.io.

You may file a complaint in writing or verbally. To file a verbal complaint, please contact our support team at +356 99056193. All verbal complaints will be recorded in writing by our staff for investigation. When filing a verbal complaint, a written copy of the record and content of the complaint will be provided to you.

Available Languages

In accordance with Article 3(2) of the MiCA Regulation, Damex Digital Limited ensures that clients can file complaints in a variety of languages to ensure accessibility. You may submit your complaint in any of the following:

• English: The primary language of our home Member State and our digital platform.
• Marketing Languages: Any language currently used by Damex Digital Limited to market its services or communicate with its clients.
• Official EU Languages: The official languages of any host Member State where we provide services, provided those languages are also official languages of the European Union.

We are committed to providing responses and updates in a clear, plain language that is easy to understand, regardless of the language used for the submission.

Mandatory Information

While using our Standard Complaint Form is preferred to ensure all necessary data is captured, you may also submit a complaint via a standard email.

If you choose to submit your complaint via a standard email rather than the form, you must include the same core details required by the template. Please ensure the following information is clearly included in your email body:

• Complainant Details: Full legal name, address, and the email address registered with your account.
• Account Details: Your specific Account Name, Username, or ID.
• Subject of Complaint: A clear title regarding the nature of the issue (e.g., 'Login Issue,' 'Transaction Delay').
• Description of Events: A clear and concise description of the facts, stating exactly what happened and why you are dissatisfied.
• Digital Assets Involved: Specific details of any Virtual Financial Assets (VFAs) or sums involved (e.g., '0.5 BTC').
• Supporting Evidence: Please attach any relevant screenshots, Transaction IDs (TXIDs), or correspondence.

Note: Failure to provide these core details may result in a request for further information, potentially delaying the investigation process.

2. Our Process and Timelines

1. Step 1

   Acknowledgment (1 Business Day)

   We will acknowledge receipt of your complaint in writing within one (1) business day. This acknowledgment will include: A unique Complaint Reference Number (e.g., DAM-COMP-2025-001) for you to track your case. Confirmation that the matter is being investigated. If the Complaint was submitted verbally to our office, then you will be provided a written copy of the record and content of your complaint.

2. Step 2

   Investigation

   Our Compliance Officer, Board of Directors or a member of staff designated by the Board of Directors will investigate the matter impartially and professionally. We may contact you during this phase if we require further clarification or documentation. If we request additional information necessary to investigate the complaint, the resolution timeline may be paused until we receive your response.

3. Step 3

   Weekly Updates

   We understand that waiting for a resolution can be frustrating. We commit to providing you with weekly updates on the status of your complaint so you are kept informed throughout the process.

4. Step 4

   Resolution (15 Working Days)

   We aim to provide a final, substantive response within 15 working days of receiving your complaint. This response will detail the outcome of our investigation and the action taken. In instances where legal advice or regulatory input is required, we may need to extend this timeline, but we will inform you of the delay. If we cannot resolve your complaint within 15 working days, we will notify you as soon as possible, explaining the delay and providing a new estimated resolution date.

3. Escalation to the Arbiter

If you are not satisfied with our final decision, or the way your complaint has been handled, you have the right to refer your complaint to the Office of the Arbiter for Financial Services (OAFS) in Malta.

4. Record Keeping

In line with regulatory standards, Damex Digital Limited retains all records of complaints and measures taken for their resolution for a minimum period of five (5) years.