Fasset

Complaints procedure

To complain, contact support through the help-centre form or [email protected] with your account email and the details of the problem; the stages that follow (acknowledgement, investigation, final response and escalation) are listed below, and each time limit is shown as to be confirmed until it is checked against the Fasset Group Complaint Handling Policy.

Last updated . Version 1.0.

How to make a complaint

Use either channel and say clearly that the message is a complaint. Write from the email address on your Fasset account.

Phone
No general phone support: put the complaint in writing.

What to include

  • The email address on your Fasset account
  • The date, the amount and the asset or card payment involved
  • The transaction reference or a screenshot
  • What went wrong and what you want Fasset to do

Never send your password, your 2FA code or your recovery codes.

What happens next

Fasset publishes a group complaint handling policy as a document on fasset.com. The stages here follow the usual order of such a policy, and the time limit for each is to be confirmed against it.

  1. Acknowledgement

    Fasset confirms in writing that it has received the complaint. Time limit: to be confirmed.

  2. Investigation

    Fasset looks into what happened and may ask you for more information. Time limit: to be confirmed.

  3. Final response

    Fasset tells you in writing what it decided, why, and where you can take the complaint next. Time limit: to be confirmed.

If you are not satisfied

Escalate inside Fasset first. The route outside Fasset depends on the company that provides your service.

Inside Fasset

To be confirmed

Ask in writing for a review at a higher level. The role that receives escalations is not yet named.

Clients of Fasset FZE in Dubai

To be confirmed

Fasset FZE is supervised by VARA, so the route to VARA is the external step for its clients. The current channel, and whether Fasset's final response must come first, are not confirmed.

Customers in Bahrain

To be confirmed

A separate Complaints Policy Bahrain is published on fasset.com for customers of Fasset Financial Services W.L.L. Its steps and its external route are not confirmed.

Customers of Fasset Labuan Limited

To be confirmed

Fasset Labuan Limited provides the Fasset Card and is the contracting party in the global user agreement. The route outside Fasset for its customers is not confirmed.

Who handles complaints

Fasset FZE (company number to be confirmed), EO 09, Floor 13, Sheikh Rashid Tower, Dubai World Trade Center, Dubai, UAE. Licensed by the Virtual Assets Regulatory Authority (VARA) for Broker-Dealer Services, licence VL/23/07/002 (VARA public register entry).

Which company answers depends on the service: check the licences and legal entities and the terms of use. All channels are on the Fasset contact page. For a suspicious message, report a security concern first. See also the Fasset FAQ and the guides in Fasset Learn.

Put your complaint in writing

Start with the help-centre form and keep a copy.

Open a support request See every contact channel
Email
[email protected]
Time limits
To be confirmed