Benefits.

• Bring additional value and trust to their services

  Clients can file a complaint with the Ficom within 45 days of an incident, but only after first trying to resolve it directly with the Member.

  • The Member has 5 days to acknowledge the complaint and 14 days to provide a formal response via its Internal Dispute Resolution (IDR).

  • If the client is not satisfied or no decision is provided within 14 days, the complaint moves to the Ficom. This transparent procedure increases trust and perceived value of your services.

• Increase customer confidence with fairness and transparency

  When an issue arises, clients must initially seek resolution from the Member. If no satisfactory outcome is reached within 14 days, or a decision is not made in that timeframe, clients can escalate the matter to the Ficom — so long as it’s within 45 days of the incident. This clearly defined pathway fosters fairness and boosts customer confidence in your business.

• Protect clients' interests with access to free dispute resolution

  Clients have a no-cost avenue to resolve disputes should the Member’s IDR process fail to address their concerns within 14 days, or if the Member’s decision is unsatisfactory. By allowing them to file a complaint with the Ficom (within 45 days of the incident), you ensure your customers’ interests are protected under an unbiased framework.

• Ensure quality trade executions for all customers

  Members who adhere to the Ficom’s dispute timelines (5 days to acknowledge, 14 days to respond) demonstrate a strong commitment to fair execution and customer satisfaction. If a resolution is not reached during that period, clients can escalate to the Ficom within 45 days, reinforcing confidence in the quality of your service.

• Mitigate reputational risks in a stress-free and cost-effective way

  By following a structured complaint process, you address potential issues before they escalate. Once the Member’s IDR period lapses (14 days) without a resolution, the Ficom can step in—at no extra cost to clients. This streamlined approach helps preserve your reputation and minimize the expense of protracted disputes.

• Resolve complaints in a quick, unbiased and authentic manner

  The Ficom’s transparent process—5 days to acknowledge, 14 days to respond, 45 days for clients to file—ensures disputes are handled promptly and impartially. If clients remain dissatisfied with the Member’s decision (or lack thereof), they can appeal to the Ficom, guaranteeing a balanced and credible outcome for all parties involved.