Common use of COMPLAINT HANDLING PROCEDURE Clause in Contracts

COMPLAINT HANDLING PROCEDURE. 22.1. 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. 22.2. 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. 22.3. 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. 22.4. 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. 22.5. 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. 22.6. Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.123.1. 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. 22.223.2. 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 her complaint. 22.323.3. 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. 22.423.4. 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. 22.5. 23.5. 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. 22.6. Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.1. 26.1 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. 22.2. 26.2 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 her complaint. 22.3. 26.3 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. 22.4. 26.4 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. 22.5. 26.5 In the event the Company deems necessary to restore one or another of Client’s tickets, such tickets should be re- 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. 22.6. 26.6 Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.1. 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 periodpe- riod, the Company will notify the Client by telephone or by e-mail about the extension of the investigation terms. 22.2. 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 complaintcom- plaint. 22.3. 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. 22.4. 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. 22.5. 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 bal- ance 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. 22.6. Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.123.1. 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. 22.223.2. 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 her complaint. 22.323.3. 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. 22.423.4. 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. 22.523.5. 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. 22.623.6. Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.126.1. 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. 22.226.2. 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 her complaint. 22.326.3. 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. 22.426.4. 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. 22.526.5. In the event the Company deems necessary to restore one or another of Client’s tickets, such tickets should be re- 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. 22.626.6. Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.124.1. 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. 22.224.2. 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 her complaint. 22.324.3. 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. 22.424.4. 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. 22.524.5. 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. 22.624.6. Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.1. 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. 22.2. The Client accepts the absolute seniority of server log—log file records against any other sources, including Client terminal log—log file records, in the context of handling of the complaint. 22.3. 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. 22.4. 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. 22.5. In the event the Company deems necessary to restore one or another of Client’s tickets, such tickets should be re- established reestablished 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. 22.6. Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.1. 24.1 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. 22.2. 24.2 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 her complaint. 22.3. 24.3 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. 22.4. 24.4 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. 22.5. 24.5 In the event the Company deems necessary to restore one or another of Client’s tickets, such tickets should be re- 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. 22.6. 24.6 Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.1. 23.1 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. 22.2. 23.2 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 her complaint. 22.3. 23.3 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. 22.4. 23.4 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. 22.5. 23.5 In the event the Company deems necessary to restore one or another of Client’s tickets, such tickets should be re- 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. 22.6. 23.6 Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.

COMPLAINT HANDLING PROCEDURE. 22.1. The Company shall take decisions on Client’s complaints within five five working days from the date the complaint is considered to have been officially officially submitted to the relevant department. In the event the Company is unable to conclude on the Client’s complaint within the above periodpe- riod, the Company will notify the Client by telephone or by e-mail about the extension of the investigation terms. 22.2. The Client accepts the absolute seniority of server log—file log—file records against any other sources, including Client terminal log—file log—file records, in the context of handling of the complaintcom- plaint. 22.3. 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. 22.400.0. In Xx 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 profitprofit/loss and rollovers related to such tickets. 22.500.0. In Xx 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 bal- ance and/or Equity should be adjusted by the summarized value of profitprofit/loss and rollovers related to such tickets using the current market prices prevailing for such tickets. 22.6. Clients have no right to report to the Cyprus Financial Ombudsman any disputes with the Company in relation to CFDs with underlying asset a virtual currency.