Dispute Resolution Process

If a client has a dispute with a broker, he/she should first contact it with a request to resolve the situation. If there is no response within a reasonable time or in case of an unsatisfactory response, the client has the right to file an official complaint. It is important to note that the complaint must be filed no later than 45 days from the date of the conflict.

Once a complaint is submitted, the Commission has a period of 5 days to assess the matter, assuming that the applicant provides all necessary documents as requested.

All submitted documents are carefully analysed and checked. The commission may require other documents or information to make a final decision. In this case, it will send the applicant a corresponding request. The applicant has 7 days to provide the requested materials in the proper format.

Each broker who has applied for membership in the Digital Asset Authority, passed the check and received the status of a member, undertakes to implement any decision made by the Commission. On the other hand, the applicant, when filing a complaint, is also obliged to comply with the required conditions. From the moment both parties notify the Commission of their agreement to comply with the necessary requirements, they have 14 days to do so. If the applicant fails to address these within 14 days, the complaint will be deemed resolved.