HT-00 Legal file, version of
Hex Trust complaints procedure
Send a complaint to the Hex Trust entity that serves you: the Dubai entities at [email protected] or +971 4 718 3127, which acknowledge within one week and aim to resolve within four weeks, and the Singapore entity at [email protected].
File index
How to make a complaint
Write to the company that serves you
Use the address for your company below. If you are not sure which one it is, look at your agreement or at the list that shows the licensed entity that serves you.
Give the details
Name your organisation, the account or wallet, the transaction references and dates, what went wrong and the outcome you want.
Keep the acknowledgement
You receive an acknowledgement. Keep its reference and quote it in every later message.
Dubai: Hex Trust MENA FZE and HT Markets MENA FZE
Write to [email protected]. Both companies say that no particular form is required and that they charge no fee for handling a complaint. They commit to three time limits.
Acknowledgement
Within one week of receiving your complaint.
Resolution
The aim is within four weeks.
Longest period
In extraordinary circumstances you get an update that explains the delay, and the complaint is resolved no later than eight weeks from the date you made it.
If the final response does not settle the matter, you can raise it with VARA, which supervises both companies. The telephone number +971 4 718 3127 is printed on both disclosure pages, in the whistleblowing section.
Singapore: Hex Technologies Pte. Ltd.
Write to the compliance desk at [email protected]. The Singapore disclosures say that an online complaint is acknowledged within one day and a written one within three days, that very complex cases are resolved within 7 to 10 days, and that you get an interim reply by day 10 if more time is needed. They name no external dispute body.
Hong Kong and other clients
No complaints address or time limit is published for clients of the other Hex Trust companies. Until one is confirmed, write to [email protected] and name the company on your agreement.
Whistleblowing
To report suspected wrongdoing, as distinct from a complaint about a service, write to [email protected].
What we need from you and how records are kept
Send copies, not originals, and never send a password or a private key. The Dubai companies state that they keep complaint records for at least eight years. Every record is handled under the privacy policy, and use of this site under the website terms of use.
Other desks are listed with all contact channels, and the companies are introduced on the page about Hex Trust.
Send your complaint
Clients of the Dubai companies write to the complaints team. Clients of the Singapore company write to its compliance desk.