Binance Complaint Procedures
At Binance, we are committed to providing high-quality support and ensuring our customers are treated fairly, consistently, and promptly. Our customer support is available 24/7 through our official channels in multiple languages. If you are dissatisfied with a service or outcome, you may file an official complaint through our Support Center or 24/7 live chat.
How We Handle Complaints
Acknowledgement
Once your complaint is submitted, you will receive a written acknowledgement within two Business Days, including a personalized reference number so that you can track progress.
Response
We aim to provide a final response within 30 business days. If more time is needed, we will explain the reason for the delay, provide an update, and let you know when to expect a resolution.
Resolution Timeframe
In all cases, we will endeavour to provide a final response within 60 business days, depending on the nature and complexity of the matter. If resolution takes longer, we will keep you informed throughout.
Fair Outcomes
If your complaint is upheld, we will decide and communicate how we propose to resolve the matter, including compensation where appropriate.
Escalating a Complaint
If you have fully used Binance’s complaint channels and remain dissatisfied with the outcome, you may escalate your complaint to our financial regulator, the Financial Services Regulatory Authority (FSRA) of the Abu Dhabi Global Markets (ADGM).
Please note that the FSRA does not act as a dispute adjudicator or provide a substitute for legal or arbitration proceedings, and does not review complaints as an appeals body.
Importantly, the FSRA will only consider complaints that have been first raised with Binance and where our internal complaint resolution process has been fully exhausted.
Contact details for the FSRA can be found here.
