Last Update: October 31, 2025

Complaint handling procedure

Dream Finance OÜ (“the Company”, “Dream Finance”, “we”, “us” or “our”) is a company registered in Estonia under registration number: 14783543 and the address Kai 4, Tallinn, Estonia. We are authorised and regulated by the Financial Intelligence Unit of the Republic of Estonia as a virtual asset service provider, licence No. FVT000166 .

This document summaries the complaints handling procedure followed by Dream Finance. Dream Finance is committed to providing a fast and efficient service for its clients. We know that sometimes, a client may not be satisfied with quality of a service. To address this, the Company has a complaints procedure that is used to investigate and resolve that.

How to complaint?

We try to give our best to ensure that you are served well and fast in all Dream Finance service channels. Still, sometimes mistakes happen. We would really appreciate any feedback that you could give us on the part of our customer service, products or services. Your findings help to improve our services and solutions.

If you have any questions or suggestions, or wish to highlight deficiencies on account of our service or products, please don’t hesitate to contact us:

by e-mail to [email protected],
by post sending the letter to the address Kai 4, Tallinn, Estonia.

All complaints handling are free of charge.

You can submit your complaint in Estonian or English language.

Throughout the treatment of your complaint, we will keep open communication via e-mail. This means that any additional questions or information necessary for the resolution of your complaint, any information on available remedies and final decision will be communicated via the e-mail you input in the complaint submission.

What to include in a complaint

Each complaint or claim should be supported by the following information:

The complaints should fulfil the following requirements, as applicable:

Your full name and date of birth or company name (for the legal entities and registration
number);
Your contact information (email, phone number, address);
Basis of representation of the company (please note, that we may ask a power of attorney or other official and a document as proof of the appointment of the representative for representative other than directors);
Full reference of the crypto-asset service or agreement to which the complaint relates
Reason of the complaint;
Description of damage, loss or detriment caused (where relevant);
Please provide documentation supporting the facts mentioned;
The expected outcome;
Other comments or relevant information.

Handling Timelines

Acknowledgement. Upon receipt of your complaint, Company will acknowledge it by email no later than the end of the next business day.
Initial review. Company will promptly investigate the matter. In most cases, Company issues a response within 3 calendar days.
Official deadline. The maximum initial deadline to examine a written complaint and provide a final response is 15 calendar days from the date of receipt. Within this period, Company will provide you with a reasoned, documented response.
Exceptional cases. If, due to circumstances beyond the Company’s control, a final response cannot be provided within 15 calendar days, Company will send you an interim (non-final) response before the expiry of that deadline, explaining the reasons for the delay and indicating a new expected date for the final response. In any event, the final response will be provided no later than 60 calendar days from the date of receipt.

Admissibility

The admissibility of complaints refers to the criteria that must be met for a complaint to be formally accepted and processed by Dream Finance. These conditions ensure that complaints are valid, relevant, and within the scope of the company’s responsibilities. Below are the key conditions for the admissibility of complaints:

I. Eligibility of the Complainant

a. Customer Relationship: The complainant must be a current or former customer of Dream Finance, or an individual/entity directly affected by Dream Finance’s services.

b. Authorized Representative: Complaints may also be submitted by an authorized representative of the customer (e.g., a legal guardian, attorney, or family member), provided proper authorization is provided.

II. Scope of the Complaint
a. Relevance to Services: The complaint must relate to Dream Finance’s regulated activities, such as:
i. Custody, exchange or transfer of crypto assets.
ii. Execution and processing of the crypto transactions.
iii. Security breaches or operational failures.
iv. Discrepancies in account balances, records or transactions.
b. Exclusions: Complaints falling outside the scope of Dream Finance’s services (e.g., unrelated third-party issues) may be deemed inadmissible.

III. Timeliness of the Complaint

a. Reasonable Timeframe: The Complain must be submitted as soon as possible, within a reasonable timeframe after the issue arises The Company is reserving the right to consider evidentiary limitations in assessing very old matters. Where a delay is due to circumstances beyond the client’s control (e.g., illness, legal impediment), the complaint is treated as timely.

IV. Formal Submission

Written Format: Complaints must be submitted in writing via one of Dream Finance’s designated channels (e.g., email, post address).

V. Exhaustion of Internal Resolution

a. Prior Attempts: Complainants are encouraged to first attempt to resolve the issue through Dream Finance’s standard customer support channels before submitting a formal complaint.
b. Escalation: If the issue remains unresolved, it may be escalated to the formal
complaints handling process.

VI. Non-Frivolous or Vexatious Complaints
a. Good Faith: Complaints must be submitted in good faith and not for frivolous, vexatious, or malicious purposes.
b. Evidence: The complainant must provide sufficient evidence or justification to support their claim.

VII. Jurisdiction
a. Applicable Law: Complaints are handled under the laws of the Republic of Estonia and directly applicable European Union legislation. The Estonian Financial Supervision and Resolution Authority (Finantsinspektsioon) and Financial Intelligence Unit are the supervisory authorities for the Company. Issues governed by other regulatory bodies or legal frameworks may be referred to the appropriate authority.

Record keeping

Dream Finance Limited will make and retain records of complaints relating to business for a period of five (8) years from the date of its receipt of the complaint. They will include:

The name, contact details and identity information of the complainant.
The substance of the complaint and provided evidences; and
Any correspondence between Dream Finance and the complainant including details of any redress offered by Dream Finance.

Further escalation

If you feel that our final answer is not the one you expected from us, you may turn to the following authorities to obtain assistance and explanations:

The Consumer Protection and Technical Regulatory Authority (at Endla 10a, Tallinn 10122, www.ttja.ee).
The Financial Supervision Authority (at Sakala 4, Tallinn, 15030, www.fi.ee).
Furthermore, in order to resolve a dispute, you may contact the Consumer Disputes Committee operating at the Consumer Protection Board and Technical Regulatory Authority or turn to court.