When a client encounters a dispute with a brokerage firm, the first step is to reach out to the broker and attempt to resolve the matter directly. If the broker fails to respond within a reasonable timeframe or provides an unsatisfactory resolution, the client has the right to escalate the issue by filing a formal complaint. It is essential to note that complaints must be submitted within 45 days after a dispute between the parties arises.

Upon receiving the complaint, the Commission is allotted a period of five days to conduct an initial assessment, provided that the applicant has submitted all required documents. During this stage, the completeness and validity of the submitted materials are evaluated to determine the next course of action.

All submitted documentation undergoes a thorough examination. If additional evidence or clarification is necessary, the Commission will issue a formal request to the applicant. The latter is then required to supply the requested materials in the specified format within seven days. This step ensures that all relevant information is considered before a final determination is made.

Any brokerage firm that has obtained membership with the Crypto Regulation Commission is obligated to comply with all decisions issued by the Commission. Similarly, applicants submitting complaints must adhere to the procedural requirements. Once both parties confirm their willingness to comply with the Commission’s ruling, they are given 14 days to fulfil the stipulated obligations. If the applicant fails to take the required actions within this timeframe, the complaint will be considered resolved.