Bequant Pro Limited (“BEQUANT”, “we”, “us” or “our” or “Company”) is a private limited company incorporated in Malta with its principal place of business at The Core, Valley Road, Msida, MSD9021, Malta.
For licence status, please refer to the Legal and Compliance Information section.
For Company's services' description, please refer to the Terms of Business.
We value our relationship with our clients and it's important that we can help resolve any issues you may have. That's why we are committed to supporting your experience in a way which is fair, clear and not misleading. Therefore, we encourage you to let us know if you are not satisfied with any of the services or products that we provide. If you have a complaint about any of our services, please share your concerns right away so we can help you and resolve your complaint as quickly as possible.
A complaint is any oral or written expression of dissatisfaction made to or about Bequant, Bequant's services, staff or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.
Once a complaint has been received by our staff member, it will be forwarded to the Compliance Department who will appoint an officer to investigate and respond to the complainant.
A complaint shall be considered admissible where: (a) it is submitted by a person who is, or was at the relevant time, a client of Bequant in respect of one or more crypto-asset services; (b) it relates to the provision, or failure in the provision, of one or more crypto-asset services by Bequant; (c) it identifies the complainant by providing their full name, contact details, and client reference number (where available); and (d) it contains a description of the subject matter, including the relevant crypto-asset service, the facts giving rise to the complaint, and the date(s) of those facts. These conditions are fair, reasonable, and do not restrict the right of any person to file a complaint. Use of the standard complaint template is encouraged but not mandatory.
In accordance with MiCA Article 71(2), clients are able to file complaints with Bequant free of charge. Clients are informed of the possibility of filing a complaint at onboarding and within our terms of service, as required by MiCA Article 71(3). A standard complaint template, in the format prescribed by the Annex to Commission Delegated Regulation (EU) 2025/294, is published on our website and is available upon request. Use of the template is not mandatory; complaints submitted in any format that meets the admissibility conditions above shall be accepted. Please submit your complaint in writing through the following channels:
| Channel | Details |
|---|---|
| By post | FAO: Head of Compliance — Bequant Pro Limited — THE CORE, VALLEY ROAD, MSIDA, MSD 9021, Malta |
| By email | compliance@bequant.io |
Information to include:
You can alternatively use the template provided at Annex 1 (Complaints Form) to submit your complaint.
Complaints may be filed in English or Maltese. All communications from Bequant to the complainant shall be made in the language in which the complaint was filed, provided it is one of these languages. Communications shall be made in writing by electronic means, or upon the complainant's request, in paper form. To ensure transparency and accessibility, a clear description of this complaints-handling procedure and the standard complaint template (provided in Annexes A of this document) are published on the Bequant website in all of the aforementioned languages.
Bequant will acknowledge receipt of each complaint and inform the complainant as to whether the complaint is admissible, without undue delay and in any event within three (3) working days of receipt. The acknowledgement shall be in writing and shall contain: (a) the name, identity, and contact details (including email address and telephone number) of the person or department to whom the complainant may address any query related to the complaint; (b) the date of receipt of the complaint; (c) a reference to the applicable timeframe for the complaints-handling procedure; and (d) where the complaint has been filed electronically, a copy of the complaint as submitted. The acknowledgement shall be accompanied by a copy of this procedure and the standard complaint template. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately.
Where a complaint is made orally, Bequant shall make a summary of the complaint and request the complainant to confirm in writing the said summary.
Where a complaint does not fulfil the admissibility conditions, Bequant shall provide the complainant with a clear explanation in writing of the reasons for rejecting the complaint as inadmissible.
Once a complaint is received, Bequant will investigate the complaint in a timely and fair manner, in accordance with MiCA Article 71(4). We might need to contact you for additional information during the investigation. Most complaints can be resolved promptly; however, some may be more complex and may require more time to determine the outcome.
Bequant dedicates adequate resources to the management of complaints. The person(s) responsible for complaints handling have access to all relevant information necessary for the investigation and resolution of complaints, and report directly to the Board on the implementation and effectiveness of the complaints-handling procedures.
Upon receipt of an admissible complaint, Bequant shall, without undue delay after acknowledging receipt, assess whether the complaint is clear, complete, and contains all information necessary for its proper handling. Where a complaint is unclear or incomplete, Bequant shall request any additional information necessary, specifying the nature of the information required. Bequant shall not require from the complainant information that is already in its possession or that is legally required to be in its possession.
We will keep you up to date on the progress, particularly if there are any delays. Once the investigation is complete, we will communicate the outcome of the complaint by email and outline any action Bequant took, for example, the reason(s) for Bequant's decision, the remedy or resolution(s) that Bequant has proposed or put in place, and any options for appeal that may be available to you.
If we are not able to resolve your complaint within 15 working days following the day your complaint was received, we will advise you as soon as possible when we are unable to deal with any part of the complaint and provide advice about where such issues and/or complaints may be directed (if known and appropriate).
Bequant will also advise you as soon as possible when unable to meet the timeframes for responding to the complaint and the reason for the delay. We would normally expect to respond to a complaint within 15 working days of receipt of your complaint. Bequant will provide an indication as to when the investigation is likely to be completed.
The Company shall provide information on complaints and complaints handling to the MFSA in any format as required by the MFSA. This data shall, as a minimum, cover the number of complaints received, differentiated as appropriate by crypto-asset service, and the cause of the complaint.
If the client is dissatisfied with the outcome of Bequant's review of the complaint, they may seek an external review of the decision, for example with the Office of the Arbiter for Financial Services.
If a complaint has been lodged with the Office of the Arbiter for Financial Services and the case has been decided, Bequant will immediately provide the MFSA with a copy of the Arbiter's final decision. Bequant will notify the MFSA immediately in the event that an appeal from the decision of the Arbiter is lodged by the complainant or by Bequant and once such appeal has been decided of the final decision of the Court.
Bequant will ensure that all complaints are recorded in a systematic way so that information can be easily retrieved for reporting and analysis. In accordance with MiCA Article 71(3), Bequant keeps a record of all complaints received and any measures taken in response thereto. These records are retained for a minimum of five (5) years, extendable to seven (7) years if requested by the MFSA, in accordance with MiCA Article 68(9). Regular analysis of the complaints will be undertaken to monitor trends, measure the quality of Bequant's customer service and make improvements. The reports and their analysis will be provided to Bequant's senior management for review. Any proposed actions will also be reported to the senior management for review and approval. Bequant shall also share information about complaints with the Malta Financial Services Authority as required.
In accordance with Article 8 of Commission Delegated Regulation (EU) 2025/294, Bequant shall analyse complaints-handling data on a continuous basis. Such analysis shall include: (a) the average processing time for each step of the complaints-handling procedure, including acknowledgement, investigation, and response time; (b) the number of complaints received and, for each step, the number where Bequant did not comply with the maximum time limits; (c) the categories of the topics to which complaints relate; and (d) the outcomes of investigations. The results shall be reported to the Board on at least a quarterly basis and shall be used to detect inefficiencies and inform process improvements.
The standard complaint template under Commission Delegated Regulation (EU) 2025/294 is provided in both English and Maltese on the dedicated form page: Complaints Form.
© 2026 Bequant Pro Limited. Last updated: 8 April 2026.