Complaint Handling Procedure. The Company shall take decisions on Client complaints within Cve working days upon receipt. In the event Company is unable to take decision on the Client’s complaint within the above period, the Company shall no,fy the Client by telephone or by e-mail about the extension of the inves,ga,on terms. The Client accepts server log—Cle records as a main source of informa,on in the context of handling of Client complaints. The Client accepts the absolute seniority of server log—Cle records against other sources, including client terminal log—Cle records. The Company shall indemnify the Client exclusively by deposi,ng in the Client’s account with the Company. In the event the Company deems necessary to delete one or another of Client’s ,ckets, such ,ckets shall be removed from Client’s trading terminal, and the Client’s account balance and/or equity shall be adjusted by the summarized value of proCt/loss and rollovers related to such ,ckets. In the event the Company deems necessary to restore one or another of Client’s ,ckets, such ,ckets shall be re-established in ‘Trade’ layout of Client’s trading terminal; summarized proCt/loss and rollovers related to such ,ckets shall be deducted from Client’s account balance and applied to the Client’s account equity in connec,on with current market prices.
Appears in 3 contracts
Sources: Client Agreement, Client Agreement, Client Agreement