Common use of COMPLAINT HANDLING PROCEDURE Clause in Contracts

COMPLAINT HANDLING PROCEDURE. The Company shall take decisions on Client complaints within five 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 notify the Client by telephone or by e-mail about the extension of the investigation terms. The Client accepts server log—file records as a main source of information in the context of handling of Client complaints. The Client accepts the absolute seniority of server log—file records against other sources, including client terminal log—file records. The Company shall indemnify the Client exclusively by depositing in the Client’s account with the Company. In the event the Company deems necessary to delete one or another of Client’s tickets, such tickets 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 profit/loss and rollovers related to such tickets. In the event the Company deems necessary to restore one or another of Client’s tickets, such tickets shall be re-established in ‘Trade’ layout of Client’s trading terminal; summarized profit/loss and rollovers related to such tickets shall be deducted from Client’s account balance and applied to the Client’s account equity in connection with current market prices.

COMPLAINT HANDLING PROCEDURE. The Company shall take decisions on Client complaints within five Five 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 notify the Client by telephone or by e-mail about the extension of the investigation terms. The Client accepts server log—file Cle records as a main source of information in the context of handling of Client complaints. The Client accepts the absolute seniority of server log—file Cle records against other sources, including client terminal log—file Cle records. The Company shall indemnify the Client exclusively by depositing in the Client’s account with the Company. In the event the Company deems necessary to delete one or another of Client’s tickets, such tickets 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 profit/loss and rollovers related to such tickets. In the event the Company deems necessary to restore one or another of Client’s tickets, such tickets shall be re-established in ‘Trade’ layout of Client’s trading terminal; summarized profit/loss and rollovers related to such tickets shall be deducted from Client’s account balance and applied to the Client’s account equity in connection with current market prices.