DISPUTE RESOLUTION PROCESS

Resolving disputes between brokers and traders is a structured, multi-step process. Below are details of each step, including the main requirements and expectations for both parties.

01

COMPLAINT SUBMISSION VIA ONLINE FORM

Before a complaint can be formally lodged with Crypto Regulation Authority, clients are expected to first reach out to their broker, clearly communicating the issue and proposing possible solutions. If this initial outreach results in either no response or an inadequate one, the client may then submit a formal complaint through the designated website form. This submission must occur within 45 days of the date the incident took place.

02

FORMAL REVIEW AND ASSESSMENT OF A COMPLAINT

Upon receipt of a properly completed complaint, the Commission will assess the issue. Provided that all necessary documentation and a full description of all material circumstances of the dispute are included, a decision should be made within five days. It should be taken into account that the completeness of the initial submission of details plays a key role in speeding up the review process and, accordingly, the decision on the complaint.

03

THE FINAL LEVEL OF THE REVIEW CARRIED OUT

The Commission will conduct a thorough review of the complaint and all supporting and explanatory material submitted. It may require additional clarification or documentation, in which case the client will be formally asked to provide it. He/she will then undertake to provide the requested information in full and with all the details within a period of no more than 7 days, in order to ensure that the complaint process continues.

04

RESULTS OF A COMPLAINT: ORDERS AND AWARDS

After a full investigation, the Commission will make a final decision. Both the applicant, by filing a complaint, and the broker, by applying for membership, agree to accept it. The moment the decision comes into force is when it is received by both parties. The complainant must confirm his/her acceptance within 14 days of notification. If this confirmation is not received within the specified period, the complaint considered closed.