9.1. If any conflict situation arises the Customer shall have the right to lodge a complaint with the Company or send a request for an inquiry. Complaints and requests shall be received within 5 (five) business days after the grievance has arisen.
9.2. The time when the Customer receives the confirmation shall be considered to be the moment when the grievance arises to lodge a complaint. The time when the case, provided by clauses 4.13, 4.15, 6.12, 6.13, occurs shall be considered to be the moment when the grievance arises to send a request.
9.3.
To file a request for a bank inquiry the Customer shall:
- complete the form in the «Deposits / withdrawals history» in the Personal Area. All requests filed in any other form (forum, email, telephone etc) will not be considered.
- e-mail the documents, specified in clauses 4.14., 4.16, to the Company at payments@alpari.ru.
9.4. To file any non-trading operations complaint the Customer should complete a standard form in the Personal Area. All complains filed in any other form (forum, email, telephone etc) will not be considered.
9.5. A new complaint or request, filed in accordane with clauses 9.3. and 9.4., is assigned automatically with a unique number (TID) and the Customer is advised of the status of the complaint via email
sent from payments@alpari.ru.
9.6. The complaint must not include:
- affective appraisal of the conflict situation;
- offensive language;
- uncontrolled vocabulary.
9.7. The Company shall have the right to ask the Customer to provide additional documents for the inquiry.
9.8. The Company shall have the right to refuse a complaint if any clause of Part 9 of these Regulations has been breached.
9.9. Customer shall have the right to appeal to the KROUFR dispute committee in case the Customer disagrees with the Company's decision in respect of the complaint.
