Dispute Resolution Process

If a client encounters a dispute with their financial provider (broker), the first step of its resolution is the direct contact with the latter with the complaint presentation. Should the provider fail to respond in a timely manner or if the response is inadequate, the client has the right to file a formal complaint. Complaints are required to be filed within 45 days from the date the dispute took place.

Upon receipt of a complaint, the Commission is required to review the dispute within five business days, provided that all necessary documentation has been submitted by the complainant. This review process will begin immediately once all materials are received and will include a thorough assessment of the details presented by the complainant to ensure the matter is addressed effectively.

The Commission will conduct a detailed evaluation of all documents submitted by the complainant, examining them for accuracy and relevance. If the Commission deems that additional information or supporting documents are required to make a final determination, it will issue a formal request to the complainant. The latter must provide the requested documents within seven days in a required format.

Financial providers that are members of Digital Crypto Commission and have undergone the vetting process are bound to implement the Commission’s decisions, regardless of the outcome. The complainant agrees to comply with the Commission’s decision by submitting a complaint. The ruling is considered final once both parties accept the terms. If the applicant fails to comply within 14 days, the complaint will be closed.