When a dispute arises, the first thing the complainant must do is contact the broker. They should explain the problem and the expected decision. If the answer is absent/invalid, he/she can send their request to the Crypto Finance Commission within 45 days from the moment the conflict arises.

Once a complaint has been filed with the Commission, it will examine the merits of the dispute and issue a response within 5 days, provided that the request has been accompanied by all necessary documentation and evidence to the maximum extent.

The Commission examines all the information provided by the applicant. In some cases, it may request supplementary materials. Then the applicant must, within a period of no more than 7 days, provide all the requested data and information related to the case under consideration.

When a broker applies for membership or an applicant files a complaint, both parties agree to be bound by the Crypto Finance Commission’s decision. Once it is issued, they must confirm they are ready to implement it. Without the confirmation within 14 days, the complaint is considered closed.