Dispute Resolution Process
Submitting a Complaint via the Official Form
When a disagreement arises between a client and a brokerage firm, the client’s first and most important course of action should be to reach out to the firm’s authorised representatives directly. If the broker either fails to respond within a reasonable period of time or provides an unsatisfactory or incomplete reply, the client has the right to submit a formal complaint. It must be filed no later than 45 days from the date the dispute first occurred.
Review and Assessment of the Dispute's Details
Once the Applicant submits all required materials, including relevant supporting documentation for his/her claims, the Commission will initiate an official review process within 5 days. During this initial assessment, the completeness and overall relevance of the provided information are carefully analysed. This essential preliminary review forms the basis for determining the next procedural steps and directly affects the final result.
Making a Final Solution to the Dispute
The Commission conducts a thorough and detailed investigation of all circumstances related to the case. Should further documentation, clarification, or additional evidence be necessary, the Applicant will receive a formal request for such information. The Applicant must provide the requested materials within 7 days. Timely compliance with these requirements ensures that the matter can be examined quickly and comprehensively.
Issuing Orders and Making Payments
A brokerage firm holding Crypto Regulatory Affairs Commission membership automatically agrees to abide fully by all rulings and official decisions issued by the Commission. By lodging a complaint, the Applicant acknowledges and accepts these conditions. Once the final decision is rendered, both parties are granted 14 days to fulfil the stipulated requirements and obligations. If the Applicant refuses to comply, the complaint procedure will be promptly terminated.