Dispute Resolution Process


File a complaint or a dispute

Using a period of 45 days from the moment of the disagreement, a client can file a complaint. However, they have to contact their broker first.


Investigation of the case

The process of investigation takes not more than 5 days from the moment the dispute was received.


Determination Phase

The collected information and documents from the Investigation phase will be used for making a decision. If additional information is required, the commission will request such information from the client or broker. The requested party must respond within 7 days.


Awards and Orders

The decisions of the commission are binding on brokers, and for clients only if they accept the resolution. If the applicant agrees with the decision, they will have to accept it within 14 days. If the client does not respond to the decision during this period, the application is considered closed.