Liquidity Fintech FZE ("LTP", "we") is committed to providing our services in a fair, transparent and professional manner. If you are dissatisfied with any aspect of our services, we want to hear from you.

You choose how to complain

You may complain through any of the channels below. You do not have to use a particular channel, a particular format, or a particular form. We will treat your complaint in the same way however it reaches us.

Using our complaint form is optional. A complaint made by email, by telephone, by letter, or in conversation with an LTP representative is recognised and handled in exactly the same way. You do not need to use the word "complaint".

There is no charge for making a complaint, at any stage.

When your complaint starts

We treat your complaint as made on the date it is first received by any LTP representative, through any channel - not the date it reaches our Compliance function. All of the timeframes below run from that date.

What information helps

You do not have to provide any of this for us to accept and investigate your complaint, but it helps us respond quickly:

• your name and how to contact you;
• your account or client reference, if you have one;
• what happened and when;
• the names of any LTP representatives involved; and
• what outcome you are looking for.

What Happens Next

1. We will acknowledge your complaint in writing and give you a reference number. If you complain using our online form or by email, you will receive this acknowledgement straight away; if you file complain by telephone, we will send it within one (1) week.
2. We may contact you to obtain further information to help us investigate.
3. We will investigate and aim to resolve your complaint within four (4) weeks.
4. While we investigate, we will send you a progress update at least every two (2) weeks until your complaint is resolved.
5. If exceptional circumstances mean we need longer than four (4) weeks, we will explain why and resolve your complaint no later than eight (8) weeks from the date you made it.
6. We will write to you with our findings, our conclusion, and any action we are taking.

How we investigate

Your complaint is recorded and assigned to someone who is independent of the matter you are complaining about. We review the relevant records, correspondence and systems, and we assess whether our own policies and procedures were followed. Our Compliance Officer approves every final response.

We also look at complaints collectively. Where a complaint reveals an underlying cause that could affect other clients, services or processes, we correct the cause - not only the individual case.

If your complaint involves someone we work with

We rely on third parties, including banking partners, custodians, and liquidity providers, to deliver parts of our service. If your complaint concerns or depends on one of them, we will still handle your complaint and we remain responsible for resolving it. You do not need to approach them yourself. We will act as your single point of contact, raise the matter with them directly, and keep you informed.

If you remain dissatisfied

If you are unhappy with our final response, or we have not responded within the timeframes above, you may refer the matter to the Virtual Assets Regulatory Authority (VARA), which regulates LTP in the Emirate of Dubai. Please contact us and we will provide VARA's contact details. We will never discourage, delay or place any condition on your right to do so.

Our Commitment

We handle complaints independently, fairly and promptly. We record every complaint we receive, the steps we take, and how it is resolved, and we retain those records in accordance with our regulatory obligations.

Reporting misconduct rather than making a complaint? See our Whistleblowing and Anti-Bribery and Corruption pages.