Rules.

• File a Complaint to The Ficom

  Within 45 days of the incident, a client can submit a complaint to the Ficom, but only after trying to resolve the issue through the Member’s IDR. The Member must confirm receipt of the complaint within 5 days and provide a response within 14 days. If the client is not satisfied or no response is given within 14 days, the client can file a complaint with the Ficom.

• Investigation Phase

  After receiving a valid complaint, the Ficom reviews all evidence submitted by both the client and the Member. This includes examining trade records, communication logs, and other relevant details. The Ficom ensures that the client initially sought resolution with the Member and that the complaint was filed within 45 days of the incident date.

• Determination Phase

  Upon completing its investigation, the Ficom deliberates on the findings and makes a formal decision. This process includes verifying compliance with the 5-day acknowledgment and 14-day response requirements set for the Member. If the decision favors the client, the Member is expected to act on the ruling within a specified timeframe.

• Awards and Orders

  If the Ficom’s final determination results in an award or order, the Member must comply promptly. Should the Member refuse to adhere to the ruling, the client may be eligible for compensation from the Commission’s Compensation Fund, subject to its rules and limitations. This system ensures a fair resolution and reinforces the Commission’s role as an impartial mediator.