- Procedure for submitting a request to the Finance Commission:If a conflict situation has arisen and financial compensation is required, the client has the right to file a claim within 45 days of the dispute arising. The first step is to send a request to the broker, and only in case of dissatisfaction with the broker’s response or its absence within two weeks the client applies to the Commission.
- The broker must acknowledge receipt of the claim within 5 days and provide a response 14 days after review.
- If unsatisfied with the broker’s response within the prescribed timeframe, the client may appeal to the Commission.
- Analyzing the claim: The Commission independently analyzes the text of the claim and determines its relevance (falling within the scope of the Commission’s responsibility). This process takes about 5 days.
- Once a decision has been made, the head of the Commission contacts the client for further information within 5 days.
- It may be possible to resolve the conflict without further proceedings.
- Claim Consideration: The Dispute Resolution Committee makes a decision based on the information obtained during the comprehensive analysis of the situation.
If key data is missing, the Committee requests it and considers it within 7 days. - Decision Making: The Committee’s decisions are binding on all team members. The client is obliged to agree with the decision if he/she is ready to accept it.
- The client’s agreement with the decision must be confirmed in writing within 14 days of its issuance.
- If the customer has not confirmed consent, the dispute is considered closed automatically.
- The Team Member must satisfy a claim accepted by the Committee within 28 days.
- If a decision is made in favor of a team member, the client must provide a written waiver within 7 days, which permanently closes the conflict.