Complaint Policy

UnionBlock OTC is committed to providing effective and transparent procedures for handling client complaints in accordance with the Virtual Financial Assets Act and the Virtual Financial Assets Services Rulebook. All complaints should be sent to compliance@unionblock.io and will be administered by the Support Team. The Support Team will assess the complaint and determine if it is of a minor nature or requires further investigation by the Compliance Officer (CO). The Support Team will send an acknowledgement letter to the client within 2 business day and log all complaints in the Complaints Register. The CO will investigate serious complaints and update the client on the outcome of the investigation.

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Complaint Policy

UnionBlock OTC is committed to providing effective and transparent procedures for handling client complaints in accordance with the Virtual Financial Assets Act and the Virtual Financial Assets Services Rulebook. All complaints should be sent to compliance@unionblock.io and will be administered by the Support Team. The Support Team will assess the complaint and determine if it is of a minor nature or requires further investigation by the Compliance Officer (CO). The Support Team will send an acknowledgement letter to the client within 2 business days and log all complaints in the Complaints Register. The CO will investigate serious complaints and update the client on the outcome of the investigation.

Within 15 working days of receiving a complaint, the CO shall investigate and inform the client of the outcome. If the investigation has not been completed within this timeframe, the CO shall inform the client of the anticipated timeframe. Upon issuing its final decision, the CO shall include a short description of the complaint, the outcome of the investigation, and the Company's final view on the issues, as well as any redress being offered, if applicable.
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If a complaint is lodged with the Arbiter for Financial Services, parties are encouraged to try and resolve the case through mediation, though participation is voluntary. If mediation is not successful or refused, the Arbiter will investigate the complaint and both parties will be given the opportunity to make written submissions. The Arbiter must reach a decision within 90 days, or up to one year if the case is complex. Either party can appeal the decision, though if no appeal is made in 20 days, the decision is final and binding.

Any legal action received against UnionBlock OTC shall be forwarded to the Board of Directors, the Compliance Officer and Risk Manager. The Compliance Officer shall review the case and present any conclusions to the Board of Directors. The Compliance Officer shall report on complaints to the Board of Directors and analyse complaints-handling data on an ongoing basis to identify and address any recurring or systemic problems and potential legal and operational risks.

The Complaints Register must be maintained and records of the subject of the complaint, the name of the complainant, the name of the fund or financial instrument, the when complaint was received and answered, summary of complaint, summary of action taken and outcome, and date of resolution. A copy of the correspondence relating to each complaint will also be filed.

UnionBlock OTC is committed to upholding the privacy rights of its data subjects and takes any complaints relating to data protection seriously. Any complaints received will be immediately forwarded to the appointed Data Protection Representative and handled with the utmost importance. An update on these complaints will be provided to the Board of Directors by the Data Protection Representative. Data subjects are also notified of their right to complain to the Office of the Information and Data Protection Commissioner or other supervisory authority in the Privacy Policy Notice.

For further information contact: compliance@unionblock.io