Complaints Handling Policy

Regulatory Status

Tribe Tokenisation FZE ("Tribe") is a Virtual Asset Service Provider (VASP) established in Dubai and operating under the regulatory framework of the Dubai Virtual Assets Regulatory Authority (VARA).

Tribe has applied for a VARA license to conduct Broker-Dealer Services in accordance with the Virtual Assets and Related Activities Regulations 2023 and the Broker-Dealer Services Rulebook (19 May 2025).

Any reference to Tribe's regulatory status or activities does not constitute an endorsement or recommendation by VARA. A VARA license or approval, once granted, confirms regulatory compliance — not the safety, quality, or future performance of Tribe's products or services.

Our Commitment

We take complaints seriously. Tribe Tokenisation FZE is committed to handling all complaints promptly, fairly, and transparently, in line with the Dubai Virtual Assets Regulatory Authority (VARA) rulebooks. We publish this summary so clients and stakeholders know how to contact us, what to expect, and how we resolve issues.

Who Can Complain

Current or former clients
Prospective clients who engaged with Tribe services
Any stakeholder with a legitimate concern about Tribe's services, conduct, or regulated activities

What You Can Complain About

Service quality or delays, operational errors, staff conduct, transaction/contract disputes, or anything that negatively affects your experience or confidence in our services.

How to Submit a Complaint

Please include: your full name and contact details, relevant account/transaction references, what happened, when it happened, and what outcome you seek.

Channels (no fees apply)

Email: support@tribe.ae
Online form: "Submit a complaint" on the Tribe website
Phone: +971 (TBC — published when operationally live)
In person: Tribe Tokenisation FZE, Office 440, The Executive Centre, Offices 3, One Central, DWTC, Dubai, UAE
Postal mail: Address as per above

We also provide an easy-to-use web form to help you submit a complete complaint.

What to Expect — Timelines

Acknowledgement: within 1 week of receiving your complaint
Final response: within 4 weeks
If extraordinary circumstances prevent a 4-week resolution, we will update you by week 4 explaining the delay and provide a new timeline. In all cases, we will issue a final response no later than 8 weeks from the initial complaint.

How We Handle Complaints

Impartial review: Your complaint is investigated by staff not involved in the issue.
Information gathering: We review records, speak with relevant teams, and assess facts.
Outcome: We'll tell you whether your complaint is upheld or not upheld, explain our decision, and confirm any remedial steps (e.g., correction, clarification, process fix).
Record-keeping: We keep a secure complaints register and supporting files for regulatory oversight and continuous improvement.

Escalation & Further Review

If you're unhappy with the outcome, you may request an internal review by senior management or Compliance.
Where applicable, we will explain any external redress options available under UAE law and regulation.
For complaints involving third-party service providers, we coordinate directly with them; Tribe remains responsible for fair and timely resolution.

Privacy & Data Protection

Complaints that involve personal data are handled in accordance with applicable data-protection laws. Where relevant, our Data Protection Officer will oversee the response and required notifications.

Accessibility

You can complain through any of our official channels; we do not restrict you to a single method.
We provide assistance to help you submit a complaint if needed.
There are no fees to submit or have a complaint handled.

Continuous Improvement & Governance

We analyse complaints to identify trends and fix root causes. Compliance reports key metrics and insights to the Board to ensure our framework remains effective and well-resourced. Publishing clear procedures supports VARA's public-disclosure expectations.

Disclaimer

All information provided by Tribe is for informational purposes only and does not constitute an offer, solicitation, or recommendation to buy or sell any Virtual Asset. Tribe Tokenisation FZE makes no representation or warranty as to the completeness, accuracy, or reliability of information contained herein.