Resolving Financial Disputes Guide.

• File a Complaint to the Ficom

  Clients have up to 45 days from the incident date to file a complaint. However, they must first attempt to resolve the issue with the Member. If no satisfactory outcome is reached—or no decision is given within 14 days—the client can then escalate the complaint to the Ficom. The Member must:

  • Acknowledge receipt of the complaint within 5 days

  • Provide a response within 14 days via its Internal Dispute Resolution (IDR) process

• Investigation Phase

  Once the Ficom accepts a complaint, a thorough review begins. Clients must have already tried to resolve the issue directly with the Member. During this phase:

  • Both parties submit relevant evidence and documentation

  • The Ficom examines communication records and trading data

• Determination Phase

  After the investigation concludes, the Ficom makes a formal decision. It takes into account whether:

  • The Member followed its required 5-day acknowledgment and 14-day resolution timeframe

  • The client’s complaint meets all eligibility criteria

  • If the ruling favors the client, the Member is obligated to act on the outcome. Failure to comply may trigger further measures, including potential access to the Compensation Fund.

• Awards and Orders

  If the Ficom issues an award or order, the Member must honor it promptly. Clients can seek support from the Ficom if the Member fails to comply. In such cases—subject to the Ficom’s rules and limitations—the Compensation Fund may be used to cover valid claims, reinforcing fair and transparent dispute resolution.