1. Purpose

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Diment VA Exchange Services DMCC (“DVA”, “we”, “us” or “our”) is committed to maintaining high standards of client service and operational integrity.

This Complaints Handling Policy outlines the process through which clients may submit complaints and how DVA will manage, investigate and respond to such matters in a fair and timely manner.
 

2. How to Submit a Complaint
 

Clients wishing to raise a complaint should contact DVA in writing using the following channels:

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Email: support@dvaex.io

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General enquiries: info@dvaex.io

Complaints handling form
 

To assist with efficient review, clients should provide:
 

• full name and account details

• description of the issue

• relevant transaction references or dates

• any supporting documentation
   

3. Acknowledgement
 

DVA will aim to acknowledge receipt of a complaint within a reasonable timeframe, typically within two (2) business days, subject to operational conditions.

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4. Investigation and Response
 

Complaints will be reviewed by the appropriate internal functions, which may include Compliance, Risk Management, Operations or Senior Management, depending on the nature of the matter. DVA will aim to provide a substantive response within fifteen (15) business days, although more complex matters may require additional time. Where further information is required, clients may be contacted during the review process.

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5. Escalation

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If a client is not satisfied with the outcome of a complaint, they may request further internal review. Clients may also have the right to refer unresolved matters to relevant regulatory authorities in accordance with applicable laws and regulations.

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6. Record Keeping and Continuous Improvement

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DVA maintains a formal complaints register and may analyse complaint data to identify trends, improve internal processes and enhance client experience.

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7. Disclaimer

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Submission of a complaint does not suspend or reverse any transaction or contractual obligation unless otherwise determined by DVA in accordance with applicable terms and regulatory requirements.