Status: Unreviewed
Dispute Resolution
Formal process for resolving disputes.
Types of Disputes
| Type | Description |
|---|---|
| Financial | Commission, payout, transaction amounts |
| Compliance | Warnings, terminations, violations |
| Account | Status, access, verification |
| Contractual | Terms interpretation, policy application |
Informal Resolution (First)
Before formal dispute:
- Customer raises concern
- Support investigates
- Attempt resolution at L1/L2
- If unresolved → escalate to CIO
- CIO attempts resolution
Most disputes resolve informally.
Formal Dispute Process
Step 1: Written Complaint
Customer must submit in writing:
- Clear description of dispute
- Desired resolution
- Supporting documentation
- Contact information
Step 2: Acknowledgment
Within 5 business days:
- Acknowledge receipt
- Assign case number
- Provide expected timeline
- Name point of contact
Step 3: Investigation
Company will:
- Review all documentation
- Gather relevant records
- Interview parties if needed
- Consult with relevant departments
Step 4: Response
Within 30 days of receipt:
- Provide written response
- Explain findings
- State decision
- Outline next steps if any
If Customer Disagrees
Internal Appeal
Customer may appeal within 15 days:
- Submit to CIO
- State grounds for appeal
- Provide additional evidence
Appeal response within 15 days.
External Resolution
If internal process exhausted:
| Option | Description |
|---|---|
| Mediation | Third-party mediator |
| Arbitration | Per IA Agreement terms |
| Regulatory | Relevant consumer protection |
Arbitration (IA Agreement)
Per the Independent Associate Agreement:
- Binding arbitration required for most disputes
- Location per agreement terms
- Each party bears own costs
- Decision is final
Note: Arbitration waives right to court action (except small claims).
Documentation Requirements
Company Must Keep
| Document | Retention |
|---|---|
| Original complaint | 7 years |
| Investigation notes | 7 years |
| Decision documentation | 7 years |
| Communications | 7 years |
Customer Should Keep
| Document | Purpose |
|---|---|
| Copies of all submissions | Reference |
| Company responses | Evidence |
| Transaction records | Support claims |
| Communication logs | Timeline |
Timeline Summary
| Stage | Timeframe |
|---|---|
| Acknowledgment | 5 business days |
| Initial response | 30 days |
| Appeal submission | 15 days from response |
| Appeal decision | 15 days from appeal |
Support Team Role
| Action | Responsibility |
|---|---|
| Receive complaint | Log and acknowledge |
| Escalate to CIO | With full documentation |
| Provide updates | Per agreed timeline |
| Implement decision | As directed |
| Close case | With proper documentation |