Formal Complaint Handling Process - UAE
OKX Middle East Fintech FZE prides itself on providing its customers in the United Arab Emirates (UAE) with high-quality service and support. Customers are encouraged, wherever possible, to submit any complaints directly to our Customer Service Team via the channels described below. Customers are not subject to any fees or charges for the submission or handling of any complaints.
We will acknowledge every complaint within one (1) week of the complaint being made. In practice, complaints submitted through the channels below are generally responded to within one business day.
Online “Contact Us” form submission | OKX strives to offer 24/7 monitored support services to both current and prospective customers through the online “Contact Us” link located at the bottom of the OKX website. |
Enquiries/Complaints can be made via support.uae@okx.com and are generally responded to within 1 business day. | |
Ticket | Tickets can be submitted via the contact page or through the AI bot after the customer logs in to their account, and are generally responded to within 1 business day. |
LiveChat | Complaints or enquiries can be reached to live agents through the Support Center on the website. This will enable faster response times. |
You may submit a complaint through any of the channels above; we do not require complaints to be submitted through a single channel or in a single form in order for them to be recognised and handled as a complaint.
Fair and consistent handling
We are committed to handling every complaint fairly, consistently and objectively, regardless of the channel it comes through or the customer who raises it. Each complaint is assessed on its own merits by staff independent of the matter complained about, wherever possible, and is investigated thoroughly before we reach a decision. We apply the same standards and timeframes to all complaints, communicate with you clearly throughout the process, and, where a complaint is upheld, take appropriate action to put things right.
We will resolve all complaints within four (4) weeks of the complaint being made. In extraordinary circumstances where a complaint cannot be resolved within this period, we will, within four (4) weeks of the complaint being made, provide you with an update on the status of your complaint and explain the extraordinary circumstances delaying its resolution, and we will resolve the complaint no later than eight (8) weeks from when it was made.
In cases where a customer lodges a complaint that exceeds the purview of our Customer Service Representatives or entails interactions with third-party entities such as banks, payment vendors, product vendors, etc., our specialized Vendor Management teams will establish communication with the relevant account manager from the third-party side, with the objective of securing resolutions within the stipulated turnaround time. Any further elevation of the complaint will be directed to the Company's Compliance team for subsequent handling and resolution. Notwithstanding the involvement of any third-party bank, payment vendor, product vendor or other entity, OKX Middle East Fintech FZE remains responsible for the resolution of your complaint.
Record-keeping
We keep a record of all complaints we receive from our customers, all measures we take in response to those complaints, and the resolution of every complaint. These records are kept securely and confidentially, retained in line with applicable regulatory requirements, and we review complaints regularly to help us improve our products, services and support.