Complaints Handling

INTRODUCTION

FalconX Limited (hereinafter, "Company", “we”, “us”, “our” or “FalconX”), incorporated in Malta with company registration number C 88950, is authorised as a Crypto-Asset Services Provider by the Malta Financial Services Authority (MFSA) pursuant to Regulation 2023/1114 on Markets in Crypto-Assets as implemented in Malta by the Markets in Crypto Assets Act (Chapter 647 of the Laws of Malta).

FalconX is also licensed as a Financial Institution by the MFSA pursuant to the Financial Institutions Act (Chapter 376, Laws of Malta) to provide payment services exclusively in relation to electronic money tokens (EMTs).

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SCOPE

We are committed to providing a fair and transparent service. If you are unsatisfied with any aspect of our service, you can submit a formal complaint through our simple and straightforward process.

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INFORMATION TO PROVIDE IN YOUR COMPLAINT

When submitting a complaint ensure to include as much information as possible to enable us to investigate the matter efficiently. You may download and use the following form to provide information to us.

We require the following information to process your complaint:

  • Your full name.
  • The email address associated with your account.
  • Your country of residence.
  • A detailed description of your issue.
  • Any relevant support ticket numbers (if applicable).
  • Dates or events related to your complaint.
  • Any other information or documents that help explain the issue.

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SUBMIT A COMPLAINT

Should you wish to raise a complaint in regard to the services or products provided or the processing of your personal data you may submit your complaint details to the Compliance Department by using either of the following:

BY EMAIL

‍Submit your complaint by email to - maltacompliance@falconx.io

BY POST

If you prefer you may submit your complaint via post to the following address:

Malta Compliance; FalconX Limited, Level G (Office 1/1191), Quantum House, 75, Abate Rigord Street, Ta’Xbiex XBX 1120, Malta.

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COMPLAINT HANDLING

After you submit your complaint we will provide you with an acknowledgement within 5 business days and advise If we require further information to investigate your complaint.

You can expect to receive a final response within 15 business days. If your complaint remains open we will provide you with periodic updates and inform you of any delay, providing a justified reason, together with an expected timeframe for a resolution. In certain circumstances the investigation may take up to 35 business days.

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COMPLAINTS CONCERNING PROCESSING OF PERSONAL DATA

In the event that your complaint is in relation to the processing of personal data you may submit your complaint to the email or by post to the addresses listed above.

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UNRESOLVED COMPLAINTS

In the event you are unsatisfied with the resolution provided you may escalate your complaint to the Office of the Arbiter for Financial Services (OAFS) in Malta. Further information on the services and conditions provided by the OAFS can be found on their website.

For complaints concerning electronic money tokens (EMTs) you may escalate your complaint to the Central Bank of Malta should you be unsatisfied with our final decision.

For any complaints in relation to our licensed activities you may escalate your complaint to the Malta Financial Services Authority.

Full contact details will be provided within our final response to you.

We encourage you to review this disclosure periodically to stay informed of any developments that could influence the services we provide.