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COMPLAINTS POLICY
This Complaints Policy explains how KereX Technologies L.L.C-FZ (“KereX”, “we”, “us” or “our”) receives, investigates and responds to complaints relating to its website, technology platform, APIs, integrations, support and business services.
KereX is committed to handling complaints fairly, objectively, promptly and without unnecessary barriers or charges.
KereX is a technology provider. Where a complaint concerns a regulated banking, payment, safeguarding, settlement or financial service, the relevant authorised service partner may be responsible for investigating and resolving that part of the complaint.
1. Purpose and Principles
This Policy is designed to provide a clear and accessible process for raising and resolving complaints.
KereX aims to handle complaints according to the following principles:
• complaints may be submitted without charge;
• complainants will be treated fairly and respectfully;
• complaints will be reviewed objectively and in good faith;
• relevant conflicts of interest will be identified and managed;
• information will be handled confidentially and on a need-to-know basis;
• complainants will receive clear information about the process;
• delays and material developments will be communicated;
• complainants will not be disadvantaged for raising a genuine complaint;
• outcomes will include reasons and available escalation options; and
• complaint trends will be used to improve services and controls.
A complaint does not need to use formal legal language to be accepted.
KereX may provide reasonable assistance where a complainant needs help explaining or submitting a complaint.
2. What Is a Complaint
A complaint is an expression of dissatisfaction about a KereX service, action, omission, decision, employee, contractor or service experience where a response or corrective action is expected.
Complaints may relate to:
• platform or API access;
• technical integration or implementation;
• service availability or performance;
• inaccurate or incomplete information;
• support quality or response delays;
• fees charged directly by KereX;
• onboarding or account administration;
• security or access controls;
• privacy or personal-data handling;
• conduct of KereX personnel or contractors;
• handling of a previous complaint; or
• coordination with a connected service partner.
A general enquiry, request for information or routine support request is not normally treated as a complaint unless the person expresses dissatisfaction or asks for formal review.
Urgent fraud or security incidents should also be reported under the Fraud & Security Policy.
Privacy-rights requests may be handled under the Privacy Policy while any associated dissatisfaction may also be registered as a complaint.
Employment disputes involving KereX personnel are handled through the relevant internal employment process rather than this public Policy.
3. Who May Complain and How to Submit
A complaint may be submitted by:
• a current or prospective client;
• an authorised user;
• a business or service partner;
• an individual affected by KereX processing;
• an authorised representative; or
• another person with a legitimate interest in the matter.
Complaints should be sent to:
Email: legal@kerex.io
Recommended subject line: Formal Complaint - Company or Complainant Name
The complaint should include, where available:
• the complainant’s name and contact details;
• company name and relationship with KereX;
• a clear description of the issue;
• relevant dates and approximate times;
• transaction, ticket or reference numbers;
• names of relevant service partners;
• supporting correspondence or screenshots;
• steps already taken to resolve the issue; and
• the outcome or remedy requested.
Do not send passwords, authentication codes, private cryptographic keys, full card details or unnecessary identity documents by email.
A representative may be asked to provide evidence of authority to act for the complainant.
KereX may review an anonymous complaint where sufficient information is available, although anonymity may limit our ability to investigate or provide an individual response.
4. Acknowledgement and Classification
KereX aims to acknowledge a complaint in writing within two complete business days after receipt.
The acknowledgement should normally include:
• confirmation that the complaint has been received;
• a unique complaint reference;
• the name or function responsible for handling it;
• a summary of the complaint as understood by KereX;
• any additional information initially required;
• an explanation of the review process; and
• an estimated timeframe for the next response.
A business day means a day other than Saturday, Sunday or an official public holiday in the United Arab Emirates.
KereX may classify complaints according to subject, urgency, risk, service, partner and potential customer impact.
Complaints involving suspected fraud, unauthorised access, personal-data incidents, legal deadlines, significant financial impact or potential harm may be prioritised and escalated immediately.
If an enquiry is not a complaint, KereX may redirect it to the appropriate support, privacy, security, commercial or legal process.
5. Investigation and Response
KereX will appoint a person with appropriate knowledge and authority to review the complaint.
Where reasonably possible, the complaint will not be decided solely by a person whose conduct or decision is the main subject of the complaint.
The investigation may include:
• reviewing correspondence, system records and technical logs;
• confirming the agreed service scope;
• reviewing contracts, proposals and service documentation;
• interviewing relevant personnel;
• requesting information from the complainant;
• consulting relevant technology or service partners;
• reviewing transaction and integration records; and
• assessing applicable legal, compliance and security requirements.
The complainant must provide reasonable cooperation and information needed for the investigation.
KereX aims to provide a final response within fifteen business days.
Where a complaint is complex, depends on a third party or requires additional investigation, KereX may require more time. In such cases, KereX will provide a progress update explaining:
• why additional time is required;
• what remains under review; and
• when the next response is expected.
KereX aims to provide a final response no later than thirty business days after receiving a sufficiently complete complaint, where reasonably possible.
The final response should:
• summarise the complaint;
• describe the review performed;
• state whether the complaint is accepted, partially accepted or rejected;
• explain the reasons for the decision;
• describe any corrective action or remedy;
• identify any unresolved matter;
• explain available internal review options; and
• provide relevant external escalation information where applicable.
6. Complaints Involving Service Partners
Payment routes and related services available through KereX may involve banks, payment institutions, PSPs, payment networks, settlement providers and other third parties.
Where a complaint concerns a service provided by a third party, KereX may:
• register the complaint;
• identify the relevant service partner;
• request permission to share relevant information;
• refer or forward the complaint to that partner;
• coordinate requests for records or explanations;
• monitor the partner’s response where appropriate; and
• explain which organisation is responsible for the final decision.
The relevant authorised institution may be responsible for decisions concerning:
• transaction execution;
• rejected or delayed payments;
• safeguarding or settlement of funds;
• foreign-exchange conversion;
• refunds, reversals or chargebacks;
• account restrictions;
• regulatory screening;
• customer due diligence; or
• complaints about its regulated financial service.
KereX does not hold or safeguard customer funds and cannot reverse a transaction independently where the relevant service is controlled by a bank, payment institution or other service partner.
Referring a matter to a partner does not remove KereX’s responsibility to investigate any part of the complaint relating to its own technology, communication, conduct or contractual obligations.
Partner response times may affect the overall investigation. KereX will communicate material delays where reasonably possible.
7. Outcomes, Remedies and Escalation
Depending on the circumstances and applicable agreement, a complaint outcome may include:
• an explanation or clarification;
• correction of inaccurate information;
• restoration or correction of platform access;
• technical remediation;
• re-performance of an affected KereX service;
• correction of a KereX invoice;
• a fee adjustment where contractually appropriate;
• an apology;
• additional staff guidance or training;
• an improvement to a process or control;
• referral to the responsible service partner; or
• another proportionate remedy.
A complainant who disagrees with the final response may request an internal review.
The request should:
• quote the complaint reference;
• identify the part of the response being challenged;
• explain why the outcome is considered incorrect or incomplete; and
• provide any new supporting information.
The internal review should, where reasonably possible, be performed by a manager or other person who was not responsible for the original decision.
KereX aims to respond to an internal review request within fifteen business days.
Where a complaint concerns an authorised bank, payment institution, insurer or other regulated service provider, the complainant may also use the complaint and external dispute-resolution process made available by that institution.
Where the complaint concerns a financial institution within the jurisdiction of the Central Bank of the UAE, the complainant may be eligible to submit the matter to Sanadak after first completing the relevant institution’s complaint process and satisfying Sanadak’s eligibility requirements.
KereX does not represent that complaints solely against KereX fall within Sanadak’s jurisdiction.
Nothing in this Policy prevents a complainant from contacting a competent authority or pursuing another legal remedy available under applicable law.
8. Confidentiality, Data and Records
Complaint information will be handled confidentially and shared only where reasonably necessary to:
• investigate and resolve the complaint;
• communicate with the complainant;
• obtain information from a service provider;
• protect legal rights;
• comply with a legal obligation;
• report suspected unlawful conduct; or
• respond to a competent authority.
Personal data relating to complaints will be processed in accordance with the KereX Privacy Policy.
KereX may maintain a complaint register containing:
• date received;
• complaint reference;
• complainant and client information;
• subject and classification;
• responsible complaint owner;
• relevant service or partner;
• investigation actions;
• correspondence and supporting records;
• outcome and reasons;
• corrective action;
• escalation status; and
• closure date.
Complaint records will be retained for as long as reasonably necessary for contractual, legal, compliance, audit, security and service-improvement purposes.
KereX may be unable to disclose information protected by legal privilege, confidentiality obligations, security restrictions, privacy rights or legal reporting restrictions.
A complainant will not be disadvantaged merely for submitting a genuine complaint in good faith.
This protection does not prevent KereX from responding to abusive, threatening, knowingly false or unlawful conduct.
9. Governance, Monitoring and Contact
KereX may periodically review complaint information to identify:
• recurring service issues;
• integration or platform defects;
• communication failures;
• partner-related problems;
• control weaknesses;
• security or fraud trends;
• training needs; and
• opportunities to improve products and procedures.
Where appropriate, KereX may implement corrective or preventive actions and monitor whether those actions are effective.
Material complaint trends and unresolved high-risk complaints may be escalated to KereX management.
Personnel involved in complaint handling should receive guidance appropriate to their role and must manage relevant conflicts of interest.
KereX may update this Policy when its services, complaint processes, service partners or legal requirements change.
The current version and last updated date will be displayed on this page.
Complaints and questions about this Policy may be sent to:
legal@kerex.io
KereX Technologies L.L.C-FZ
Meydan Free Zone
Dubai, United Arab Emirates
Submitting a complaint is free of charge. Never include passwords, authentication codes, private cryptographic keys or full payment-card details in a complaint email.