Bequant — Institutional Trading Infrastructure & Prime Services

1. Scope and Purpose

Bequant Pro Limited (“BEQUANT PRO”) is committed to handling all complaints fairly, promptly, and transparently. This Complaints Handling Procedure is published pursuant to Article 71 of Regulation (EU) 2023/1114 on markets in crypto-assets (“MiCA”) and Commission Delegated Regulation (EU) 2025/294 (“CDR (EU) 2025/294”). Complaints may be submitted in English or Maltese.

1.1

This procedure applies to all complaints received from clients and potential clients of BEQUANT PRO in connection with the services provided under its VFA Licence (Licence No. VFA/06) and, upon authorisation, under MiCA.

1.2

BEQUANT PRO ensures that all complaints are handled by appropriately trained staff who are independent of the subject matter of the complaint, and that all outcomes are documented and reported as required by applicable regulations.

2. What Is a Complaint

2.1

A complaint is any expression of dissatisfaction, whether oral or written, from a client or potential client about BEQUANT PRO's services, conduct, communications, or any other aspect of its business. A complaint may concern, without limitation: the quality or speed of service; the manner of handling a transaction; a failure to provide required information; or the conduct of a member of staff.

2.2

A general enquiry, request for information, or request to amend account details does not constitute a complaint unless it expresses dissatisfaction with BEQUANT PRO's response or the service received. Where doubt exists, the matter will be treated as a complaint.

3. How to Submit a Complaint

3.1

By Email.Complaints may be submitted by email to compliance@bequant.pro. Please mark the subject line clearly as “Complaint”.

Email: compliance@bequant.pro
Post: FAO Head of Compliance, Bequant Pro Limited, The Core, Valley Road, Msida, MSD 9021, Malta

3.2

Information to Include.To assist in the timely investigation of your complaint, please include the following details: (a) your full name or entity name; (b) your contact details (email address and telephone number); (c) a clear description of the complaint, including the nature of the concern; (d) all relevant dates, transaction references, or events; and (e) the outcome you are seeking.

3.3

Supporting documentation, such as correspondence, screenshots, or transaction records, should be included where available and relevant. Provision of complete information helps ensure a prompt and accurate investigation.

4. Timeline for Handling Complaints

Stage	Timeframe	Description
Acknowledgement	3 working days	Written acknowledgement confirming receipt of the complaint and providing a unique complaint reference number.
Investigation	Ongoing	The compliance team investigates the complaint impartially and may contact the complainant to request additional information.
Full Response	15 working days	A substantive written response setting out the outcome of the investigation, the findings, and any remedial action proposed or taken.
Extended Timeline	Beyond 15 working days	Where the complexity of the complaint requires more time, written notification will be issued within 15 working days with the reason for delay and an estimated completion date.

5. Investigation Process

5.1

All complaints are investigated impartially by the compliance function, which is independent of commercial operations. The investigating officer will not be the same individual whose conduct or decision is the subject of the complaint.

5.2

The investigating officer will have access to all records, correspondence, transaction logs, and other materials relevant to the complaint. Where appropriate, other members of staff may be interviewed as part of the investigation.

5.3

The complainant may be contacted during the investigation to provide clarification or additional documentation. BEQUANT PRO will aim to minimise the burden on complainants while ensuring a thorough and accurate investigation.

5.4

The written response will set out: (a) a summary of the complaint as received; (b) the findings of the investigation; (c) whether the complaint has been upheld in whole, in part, or not at all; and (d) any remedial action taken or proposed, including any financial redress where appropriate.

5.5

All complaints and their outcomes are documented in BEQUANT PRO's Complaints Register, which is maintained by the compliance function and subject to regular management review.

6. Escalation — Office of the Arbiter for Financial Services

6.1

If a client remains dissatisfied with BEQUANT PRO's response after the conclusion of our internal complaints procedure, the client may refer the complaint to the Office of the Arbiter for Financial Services (“OAFS”), which provides an independent dispute resolution service in Malta.

6.2

Contact details for the OAFS: Office of the Arbiter for Financial Services, 1st Floor, St Calcedonius Square, Floriana, FRN 1530, Malta. Website: www.financialarbiter.org.mt. Telephone: +356 2124 9245.

6.3

Please note that the jurisdiction of the OAFS is subject to applicable eligibility thresholds and conditions as set out in the Arbiter for Financial Services Act (Chapter 555 of the Laws of Malta). BEQUANT PRO recommends that clients review the OAFS eligibility criteria before submitting a referral.

7. Regulatory Reporting

7.1

All complaints received by BEQUANT PRO are recorded in the Complaints Register. Aggregated complaint data, including complaint volumes, categories, timelines, and outcomes, is reported to the Malta Financial Services Authority (“MFSA”) at the intervals and in the format required by applicable regulations, including MiCA and CDR (EU) 2025/294.

8. Contact

Purpose	Contact
Submit a complaint	compliance@bequant.pro
Registered office	The Core, Valley Road, Msida, MSD 9021, Malta