Complaint Handling Procedure. 23.1. The Client shall be required to check the content of each document, including those sent electronically by the Company or made available to the Client on the Trading Platform. Such documents should be regarded as authoritative. 23.2. Complaints shall be addressed to the Customer Support Department via Chat and/or via email at ▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇ . 23.3. The Client must inform the Company immediately if an incorrect Transaction appears on his Account. 23.4. Any complaint relating to the execution or non-execution of an order will be considered only on the expressed condition that it is made in writing upon the occurrence of the events in question and at the latest before the opening of the relevant market on the day after the execution, that is, within a 24-hour period from the time of occurrence of the complaint. It should be noted that the use of an expert advisor or any other program that is used to perform technological and/or algorithmic trading, also alleviates you of any right to claim any sort of compensation from the Company. 23.5. Once this period has expired, the Client shall no longer have any rights, of any type and form, against the Company. 23.6. Clients shall contribute to the Company, in handling of Client’s claims, by providing the Company’s Support Department with all the necessary information, including, but not limited to: • Client’s Name and Surname (for corporate Clients -company name); • Client’s Account login number; • Date and time of the issue in the platform’s time zone; • Tickets of orders and positions involved; and • Detailed description of the issue. 23.7. The Client has the obligation to avoid any kind of offensive vocabulary, intimidation, un- substantiated accusations or emotional interpretation of anything related to his claim or to the Company or its business. 23.8. The Company shall take decisions on Client’s complaints within five working days from the date the complaint is considered to have been officially submitted to the relevant department. In the event the Company is unable to conclude on the Client’s complaint within the above period, the Company will notify the Client by telephone or by e-mail about the extension of the investigation terms. 23.9. The Client accepts the absolute seniority of server log-file records against any other sources, including Client terminal log-file records, in the context of handling of the complaint. 23.10. The Company should compensate the Client in case of his complaint deemed to be fair and accurate, by exclusively depositing the compensation amount in the Client’s Account with the Company. 23.11. In the event the Company deems necessary to delete one or another of the Client’s tickets, such tickets should be removed from the Client’s Trading Terminal, and the Client’s Account balance and/or Equity should be adjusted by the summarized value of profit/loss and rollovers related to such tickets. 23.12. In the event the Company deems necessary to restore one or another of Client’s tickets, such tickets should be re-established in the Client’s Trading Terminal; and the Client’s Account balance and/or Equity should be adjusted by the summarized value of profit/loss and rollovers related to such tickets using the current market prices prevailing for such tickets.
Appears in 3 contracts
Sources: Client Agreement, Client Agreement, Client Agreement
Complaint Handling Procedure. 23.1. The Client shall be required to check the content of each document, including those sent electronically by the Company or made available to the Client on the Trading Platform. Such documents should be regarded as authoritative.
23.2. Complaints shall be addressed to the Customer Support Department via Chat and/or via email at ▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇ ▇.
23.3. The Client must inform the Company immediately if an incorrect Transaction appears on his Account.
23.4. Any complaint relating to the execution or non-execution of an order will be considered only on the expressed condition that it is made in writing upon the occurrence of the events in question and at the latest before the opening of the relevant market on the day after the execution, that is, within a 24-hour period from the time of occurrence of the complaint. It should be noted that the use of an expert advisor or any other program that is used to perform technological and/or algorithmic trading, also alleviates you of any right to claim any sort of compensation from the Company.
23.5. Once this period has expired, the Client shall no longer have any rights, of any type and form, against the Company.
23.6. Clients shall contribute to the Company, in handling of Client’s claims, by providing the Company’s Support Department with all the necessary information, including, but not limited to: • Client’s Name and Surname (for corporate Clients -company name); • Client’s Account login number; • Date and time of the issue in the platform’s time zone; • Tickets of orders and positions involved; and • Detailed description of the issue.
23.7. The Client has the obligation to avoid any kind of offensive vocabulary, intimidation, un- substantiated accusations or emotional interpretation of anything related to his claim or to the Company or its business.
23.8. The Company shall take decisions on Client’s complaints within five working days from the date the complaint is considered to have been officially submitted to the relevant department. In the event the Company is unable to conclude on the Client’s complaint within the above period, the Company will notify the Client by telephone or by e-mail about the extension of the investigation terms.
23.9. The Client accepts the absolute seniority of server log-file records against any other sources, including Client terminal log-file records, in the context of handling of the complaint.
23.10. The Company should compensate the Client in case of his complaint deemed to be fair and accurate, by exclusively depositing the compensation amount in the Client’s Account with the Company.
23.11. In the event the Company deems necessary to delete one or another of the Client’s tickets, such tickets should be removed from the Client’s Trading Terminal, and the Client’s Account balance and/or Equity should be adjusted by the summarized value of profit/loss and rollovers related to such tickets.
23.12. In the event the Company deems necessary to restore one or another of Client’s tickets, such tickets should be re-established in the Client’s Trading Terminal; and the Client’s Account balance and/or Equity should be adjusted by the summarized value of profit/loss and rollovers related to such tickets using the current market prices prevailing for such tickets.
Appears in 1 contract
Sources: Client Agreement