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 licence 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 licence 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.

What is a Complaint

A complaint is any written or verbal expression of dissatisfaction, whether justified or not, from a client, former client, or prospective client about Tribe’s services, conduct, or regulated activities, where the matter cannot be resolved immediately.

A complaint is considered to have been made at the time it is received by Tribe through any of the channels listed below. All applicable timelines, including acknowledgement and resolution deadlines, are calculated from this point.

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

To make things easier, we have a ready-to-use complaints form available on our website. That said, you are welcome to use any of the channels listed below — all submissions will be treated equally.

To help us investigate your complaint efficiently, please include the following information when submitting:

• Your full name and contact details
• Your account or transaction reference (if applicable)
• A clear description of what happened and when
• What outcome you are seeking

Channels

• Email: [email protected]
• Online form: Submit a complaint via our website
• Phone: +971 4 594 3839
• In person: Tribe Tokenisation FZE, Office 440, The Executive Centre, Offices 3, One Central, DWTC, Dubai, UAE
• Postal mail: Address as per above

What to Expect: Timelines

• Acknowledgement: within 1 week of a complaint being made. The acknowledgement will confirm receipt of your complaint and state that Tribe will aim to provide a final response within 4 weeks.
• Final response: within 4 weeks of a complaint being made.
• 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 when the complaint was made.

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.
• Written response: We will send you a written response which will either: (a) accept your complaint and, where appropriate, confirm any redress or remedial action offered; (b) partially accept your complaint and, where appropriate, offer a goodwill gesture or remedial action; or (c) reject your complaint and give clear reasons for doing so.
• Root cause analysis: We analyse complaints to identify recurring or systemic issues, assess whether they may affect other services or processes, and implement corrective measures where necessary.
• Record-keeping: We keep a secure complaints register and supporting files for regulatory oversight and continuous improvement. All complaint records, including communications and resolution outcomes, are retained for a minimum of 8 years.

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.

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.