Complaints Handling Policy
At Trek Labs Ltd FZE d/b/a Backpack Exchange (TLL), licensed and regulated by the Virtual Assets Regulatory Authority (VARA) in Dubai, we are committed to treating our clients fairly and ensuring their concerns are heard, addressed, and resolved promptly. This document explains how you can raise a complaint, how it will be handled, and what you can expect from us throughout the process.
1. Purpose
We want every client to feel confident that any concerns about our services will be managed: - Fairly and objectively - Quickly and transparently - In line with applicable regulations Your feedback helps us improve the quality of our services and processes.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction—whether about our services, processes, or the conduct of an employee or representative of TLL. If you are unhappy with any aspect of your interaction with us, you have the right to raise a complaint.
3. How to Lodge a Complaint
You may submit your complaint in any of the following ways: - Online Form –Click here - Email – Send details to [[email protected]] - Letter – Write to us at
Trek Labs Ltd FZE dba Backpack Exchange
Attn: Complaints Department
Office 236, 2nd Floor, C1 Building, One Central,
Dubai World Trade Center,
Dubai, United Arab Emirates
Please include the following information when submitting a complaint: - Your full name (or legal entity name) - Contact details (email, phone, or address) - Date of the complaint - Description of your complaint and any supporting documents There are no fees or charges for filing a complaint.
4. Our Complaints Process
Acknowledgment
- We will acknowledge your complaint within 1 week of receiving it. - Our response will provide you with a copy of this procedure (if requested).
Resolution
- We aim to resolve all complaints within 4 weeks. - If more time is needed, we will update you on the reasons for the delay and provide a new expected resolution date. - In all cases, complaints will be resolved within 8 weeks.
Record Keeping
We maintain a log of all complaints received and the steps taken to resolve them. This helps us identify recurring issues and improve our services.
5. Complaint Outcomes
Once our investigation is complete, we will: - Inform you of the outcome - Where appropriate, offer corrective action or redress - Provide clear reasons if a complaint is rejected If you are not satisfied with our resolution, you have the right to escalate your complaint to VARA or seek independent dispute resolution (arbitration or courts in Dubai).
6. Third-Party Services
If your complaint relates to a service provided by one of our third-party partners, we will coordinate with them to ensure your complaint is addressed, while remaining responsible for resolving the matter.
7. Commitment to Clients
- All complaints are handled confidentially, fairly, and without bias. - We do not discriminate against clients who raise complaints. - Complaints are used as opportunities to improve our services.
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