Complaints handling

Last updated: 20/08/2026

‍

1. Overview

Scintilla Network FZE (“Scintilla”) is committed to treating clients fairly and resolving complaints promptly, transparently, and in line with the Dubai Virtual Assets Regulatory Authority (VARA) Rulebooks.

A complaint refers to any expression of dissatisfaction relating to Scintilla’s products, services, employees, management, or performance.

‍

2. How to File a Complaint

You may submit a complaint to Scintilla using one of the following channels:

‍

By Email: compliance@scintillanetwork.com

Subject: Official Complaint

Please include your full name, registered email address, phone number, and the details of your complaint.

The complaint form template is attached.

‍

3. Complaints Process

• Acknowledgement: Scintilla will acknowledge receipt of your complaint in writing within 2 business days (and no later than 1 week).

• Standard Resolution: A formal written response will be provided within 30 calendar days (4 weeks) of receipt.

• Extraordinary Circumstances: In exceptional circumstances requiring extended investigation, Scintilla will provide a written status update within 4 weeks explaining the delay, with final resolution provided no later than 8 weeks from the initial submission date.

• Escalation: Unresolved complaints may be escalated directly to the Virtual Assets Regulatory Authority (VARA).

‍

5. Record Keeping and Oversight

• All complaints are recorded in a Complaints Register maintained by the Compliance Officer.

• Records are retained for at least 8 years in line with VARA Rulebooks.

‍

6. Data Protection

Scintilla handles all complaint information in accordance with its Privacy Policy and Cookie Policy, ensuring compliance with the UAE Personal Data Protection Law (PDPL) and the VARA Rulebooks.

‍

All personal data provided in relation to a complaint will be:

• used solely for the purpose of complaint resolution;

• stored securely in the Complaints Register;

• retained for at least 8 years in line with regulatory requirements;

• shared only with relevant authorities where required by law or regulation.

‍

7. Our Commitment

Scintilla handles all complaints:

• Fairly – every client receives impartial treatment.

• Consistently – complaints are handled according to a defined process.

• Promptly – issues are resolved without unnecessary delay.

• Confidentially – details are treated with discretion and only shared where required by law or regulation.

‍

8. Related Policies

Further information about Scintilla’s governance and client protection can be found in:

• Conflicts of Interest Policy

• Whistleblowing Policy

• Code of Conduct

• Best Execution Policy

• Privacy Policy

• Cookie Policy

‍

These can be requested by email: contactus@scintillanetwork.com.

‍

8. Contact Us

Email: compliance@scintillanetwork.com
Phone: +971047700495

‍