Complaints Policy

The purpose of this Policy is to:

• Provide a clear process for submitting complaints.
• Ensure complaints are handled fairly and consistently.
• Improve the quality of our services through user feedback.
• Promote transparency and accountability.
• Resolve issues as quickly and effectively as possible.

A complaint may be submitted by:

• Registered QuataTrade users.
• Individuals directly affected by a QuataTrade service.
• Authorized representatives acting on behalf of a user where permitted by applicable law.

Anonymous complaints may be reviewed where sufficient information is provided, although this may limit our ability to investigate or respond.

A complaint is any expression of dissatisfaction relating to QuataTrade’s products, services, staff, systems, or policies that requires investigation or a formal response.

Submitting a complaint is different from opening a trade dispute. Trade disputes are handled through the Platform’s dispute resolution process, while broader concerns about our services are handled under this Complaints Policy.

QuataTrade may investigate complaints relating to:

• Account registration.
• Identity verification (KYC).
• Account restrictions or suspension.
• Platform errors.
• Wallet services.
• USDT deposits.
• USDT withdrawals.
• Escrow services.
• Peer-to-peer trading.
• Fraud or suspicious activity.
• Customer support.
• Security concerns.
• Privacy-related matters.
• Technical issues.
• Platform availability.
• Service quality.
• Employee or representative conduct.
• Any other matter relating to QuataTrade services.

Complaints may be submitted by contacting our Support Team at support@quatatrade.com.

When submitting a complaint, please include as much information as possible to help us investigate efficiently.

Where applicable, please provide:

• Your full name.
• Registered email address.
• Trade ID.
• Transaction ID or blockchain transaction hash.
• Date and time of the incident.
• Description of the issue.
• Screenshots or supporting evidence.
• Copies of relevant communications.
• Any other information that may assist our investigation.

Incomplete information may delay the review process.

Every complaint follows a structured review process.

Step 1 – Complaint Received

We receive and record your complaint.

Step 2 – Acknowledgement

We aim to acknowledge receipt of your complaint within 24 hours.

Step 3 – Initial Review

Our team conducts an initial assessment to determine:

• The nature of the complaint.
• Information required.
• Appropriate department.
• Investigation priority.

This review is normally completed within 2 business days.

Step 4 – Investigation

Depending on the complaint, we may review:

• Account activity.
• Trade records.
• Chat history.
• Blockchain transactions.
• Payment evidence.
• Security logs.
• Audit records.
• Internal system logs.
• Communications with Support.

Additional information may be requested where necessary.

Step 5 – Resolution

Following the investigation, we will communicate our findings and explain any actions taken. Possible outcomes include:

• Complaint upheld.
• Complaint partially upheld.
• Complaint not upheld.
• Additional investigation required.
• Referral to another department where appropriate.

QuataTrade aims to resolve most complaints within 7 business days.

More complex matters involving fraud investigations, compliance reviews, legal issues, or external third parties may require additional time.

Where an investigation cannot be completed within the expected timeframe, we will provide progress updates whenever reasonably possible.

If you believe your complaint has not been resolved appropriately, you may request that it be reviewed by a senior member of the relevant team.

Escalated complaints will receive an independent review based on the available information and applicable Platform policies.

Every complaint is reviewed on its own merits. QuataTrade aims to:

• Consider all relevant evidence.
• Apply Platform policies consistently.
• Treat all users fairly and respectfully.
• Avoid conflicts of interest during investigations.

Users must not misuse the complaints process. Examples of abuse include:

• Knowingly submitting false information.
• Repeatedly filing the same complaint without new evidence.
• Harassing employees or other users.
• Attempting to manipulate investigations.
• Submitting fraudulent documentation.

Abuse of the complaints process may result in restrictions or other action under the Terms of Service.

QuataTrade maintains records of complaints to:

• Improve customer service.
• Monitor recurring issues.
• Support internal quality assurance.
• Meet legal and regulatory obligations.
• Assist with future investigations where appropriate.

Complaint records are handled in accordance with our Privacy Policy and applicable laws.

QuataTrade may update this Complaints Policy from time to time to reflect changes in our services, legal requirements, or operational practices.

The latest version will always be published on the Platform, and continued use of QuataTrade after changes take effect constitutes acceptance of the updated Policy.

If you have a complaint or wish to provide feedback, please contact our Support Team at support@quatatrade.com. We value your feedback and are committed to handling every complaint fairly and promptly.