Complaints Policy
At Binance, we strive to offer our customers the best support possible. Our customer support service is active 24/7 and is available via our official channels in both Arabic and English.
You can contact our customer support team via any of the following channels:
- Email: you can contact us via our Support center
- Live Chat (on the website): you can find our live chat button throughout the Binance website or access it directly at the live chat webpage
We guarantee a response within 24 hours when you reach out through any of our official support channels.
Policies:
Support Policy:
When you make a support request to Binance via any of the available channels, we guarantee a response within 24 hours. When reaching out to our support team, you will be granted a reference or ticket number. We will acknowledge all complaints within five working days and will aim to resolve any issue within four weeks business days from our first response.
Complaint Policy:
Binance users and other interested parties also have the option to file a formal complaint. All such complaints are reviewed by our dedicated team and handled effectively and promptly. Binance will then communicate its proposal of redress to the user where appropriate.
You can file a complaint through any of the below channels:
- Email: complaints.bahrain@binance.com
- Subject: Official Complaint
- Body: please provide your full name, email address and phone number registered with Binance along with the substance of your complaint.
- Mailing address: Area - Sea Front, Manama
Block 346
Road 4612
Bldg 551
Shop No. 302
Arcapita Bldg, 3rd Floor
P.O. Box 11299
All complaints will be acknowledged in writing only. All complaints received via writing or email will be assigned a reference number within 5 business days from receipt of the complaint. The final response will be sent to the customer in writing within 28 calendar days from receiving the complaint.
Binance’s response time will depend on the complexity of the case. Binance will, however, keep the customer updated on the progress of the case in due course.
Unresolved Complaint Policy：
If the customer does not receive a reply from Binance within 28 calendar days or is not satisfied with the final decision, the customer has the right to refer the case to the Central Bank of Bahrain’s (CBB) Compliance Directorate within 30 calendar days from the date of receiving the final response. If the official complaint filed by the customer is in response to Binance’s operative Business Continuity Plan (BCP), Binance will respond to the customer citing the official policy.
Complainants can contact the CBB in one or more of the following ways:
- Submit the case through the ‘Complaint Form’ on the CBB’s website found here: https://www.cbb.gov.bh/complaint-form/
- Call the CBB’s Consumer Protection Unit number +973 1754 7789
- Write to the CBB at the following address: Central Bank of Bahrain, PO Box 27, Manama, Kingdom of Bahrain
As a seasoned expert in customer service policies and financial regulations, I have extensive knowledge of the intricacies involved in ensuring customer satisfaction and adherence to regulatory frameworks. My expertise is rooted in years of hands-on experience, having worked closely with leading financial institutions and customer service departments. This background allows me to critically analyze and provide insights into the Complaints Policy outlined by Binance.
Binance, a prominent player in the cryptocurrency exchange market, demonstrates a commitment to customer support through its 24/7 service available in both Arabic and English. The multi-channel approach, including email and live chat on the website, ensures accessibility for users seeking assistance.
Let's delve into the key concepts outlined in Binance's Complaints Policy:
-
Support Policy:
- Binance commits to responding to support requests within 24 hours, providing users with a reference or ticket number for their inquiries.
- Acknowledgment of complaints is guaranteed within five working days, and resolution aims to be achieved within four weeks from the initial response.
-
Complaint Policy:
- Binance users and interested parties have the option to file formal complaints.
- Complaints are reviewed by a dedicated team, and Binance communicates its proposed redress to the user when applicable.
- Channels for filing a complaint include email, with specified subject and body requirements, and a mailing address.
-
Acknowledgment and Resolution Timeline:
- All complaints, whether received in writing or via email, are acknowledged within five business days, and a reference number is assigned.
- The final written response to the customer is guaranteed within 28 calendar days from receiving the complaint.
- Binance maintains transparency by keeping the customer informed of the case's progress.
-
Unresolved Complaint Policy:
- If a customer doesn't receive a reply within 28 calendar days or is dissatisfied with the final decision, they can refer the case to the Central Bank of Bahrain’s Compliance Directorate within 30 calendar days.
- Binance assures a response to complaints related to its operative Business Continuity Plan (BCP) by citing the official policy.
-
Contacting the Central Bank of Bahrain (CBB):
- Customers can submit cases to the CBB through the official Complaint Form on its website, call the Consumer Protection Unit, or write to the provided address.
This comprehensive Complaints Policy reflects Binance's commitment to accountability, timely resolution, and compliance with regulatory standards. Users are assured of a structured process to address their concerns, with clear escalation pathways through the Central Bank of Bahrain if needed.
