Dispute Resolution Process

1. SUBMITTING A COMPLAINT BY FILLING OUT A SPECIAL FORM

   If a disagreement or dispute arises with his/her financial provider (broker), the client must contact it directly, stating his/her complaints and demanding their resolution. If the broker does not respond to the complaint within a reasonable time, or the response does not satisfy the client’s expectations, the latter has the right to file a complaint against the broker. Note that the complaint must be filed within 45 days from the date the dispute arose.

2. FINDING OUT THE COMPLAINT'S DETAILS AND THEIR INVESTIGATION

   From the time a complaint is filed, the Commission has 5 days to review the dispute, provided the applicant delivers all requested documents.

3. DETERMINATION OF THE FINAL PHASE

   All collected documents are subject to detailed study and verification. If the Commission needs additional documents or information to make a final decision, it has the right to submit the relevant petition to the applicant. The latter has no more than 7 days to send the requested files in the required format.

4. ISSUANCE OF MANDATORY ORDERS AND AWARDS ON A COMPLAINT

   Each financial provider who has applied for membership in Crypto Assets Control, passed the review, and received the status of a member-broker assumes responsibility for implementing the decisions made by the Commission, regardless of the result. By filing a complaint, the applicant automatically agrees with the decision made and undertakes to follow it. The date of entry of the verdict is generally considered to be the moment the Commission is informed by the parties regarding their consent to fulfil the specified conditions. If the applicant does not meet them within 14 days, the complaint is considered closed.