Before contacting Crypto Monitoring Authority, clients are strongly encouraged to engage directly with their broker. This first step involves the client identifying the case and proposing solutions. Should the broker fail to respond within a reasonable timeframe, or if the response is unsatisfactory, they may then proceed to lodge an official complaint using the submission form. It must be filed no later than 45 days from the date the disputed event.

Once the formal complaint is submitted and deemed complete, the Commission initiates a review. It is essential that the submission includes all relevant documents and the circumstances surrounding the dispute. When all required materials are provided, the Commission aims to deliver an initial response or decision within 5 days. The efficiency and accuracy of this stage heavily depend on the thoroughness of the client’s submission.

The Commission will conduct a thorough examination of all the facts and evidence presented. If necessary, it may request additional clarifications, supporting documents or statements for further consideration. In such cases, the applicant will be sent an official notification, from which he/she is then expected to respond within 7 days. During this period, he/she undertakes to provide all the required data in full.

The Commission issues a binding decision. By initiating a complaint, clients implicitly agree to abide by it. Likewise, brokers who are members of the Commission agree to be bound by the ruling as a condition of their membership. The decision comes into force upon receipt of consent from both parties. The complainant must submit an acknowledgement of acceptance within 14 days, or the case will be officially marked as closed.