Complaints Policy

Complaints Policy

At Rain we strive to offer our customers the best support services. Our support is available 24/7 through our official multiple channels in both Arabic and English. 

You can contact our official customer support team through our Support Center.

We guarantee a response within 24 hours through all of our official support channels.

Policies

Support Policy

When making a support request to Rain, we guarantee a 24 hour response on all channels. When reaching out to our support team, you will be acknowledged with a reference or ticket number. We aim to resolve all support queries within five business days of our first response. 

Complaint Policy

If your problem is not resolved within an appropriate amount of time or if you are not satisfied with the solution provided by Rain, you will have the option to file an official complaint with Rain. All official complaints are reviewed by our dedicated team members and are handled fairly, effectively and promptly. Rain will decide and communicate how it proposes to provide the customer with redress if necessary. 

You can file a complaint by following the steps below:

Visit rain.com/support and send an email with the below details:

• Subject: Official Complaint 

• Body: please list out your full name, email address and phone number registered with Rain, and a description of the complaint you would like to file. 

All the written complaints will be acknowledged in writing only. All complaints received via writing or email will be acknowledged with a reference number within 5 business days of receipt of the complaint. Final response will be sent to the customer in writing, explaining the position and Rain’s decision within 30 calendar days of receiving the complaint. 

Rain’s response time will depend on the complexity of the case. Rain will, however, keep the customer updated with the progress of the case from time to time.

Unresolved Complaint Policy

If the customer does not receive a reply from Rain within 30 calendar days or is not satisfied with the final decision, the customer has the right to refer the case to the Financial Services Regulatory Authority (FSRA) within 30 calendar days from the date of receiving the final response. Customers can contact the regulator in one or more of the following ways: 

Financial Services Regulatory Authority email at  fsra.complaints@adgm.com  

or through the ADGM website at  https://www.adgm.com/operating-in-adgm/additional-obligations-of-financial-services-entities/enforcement/complaints/submit-a-complaint

About Rain

Rain is a Virtual Assets platform in the Middle East. We are licensed and regulated by the Financial Services Regulatory Authority of Abu Dhabi Global Market. Rain enables you to buy, sell, and store bitcoin and other Virtual Assets, in a regulated, secure, and compliant way.