In accordance with paragraph 5 of the InstaForex Companies Group public offer agreement, when contentious cases occur, the Client is entitled to file a claim with the Company. Claims are accepted within two working days from the date the problem occurs. The claim should be in the form of an electronic mail (e-mail) and sent to the Trading Operations Department: firstname.lastname@example.org.
Claims submitted in other ways will not be taken into account.
The Client claim will take no longer than 10 working days to be settled by the Company:
If the Client's claim is considered fair, the Company will accept it and deposit funds to the Client's trading account within one working day.
InstaForex Companies Group follows generally accepted market practices and internal policy, for those claims not mentioned in the present Agreement.
The Client's claim form should have:
- Full name;
- Account number;
- Date and time contentious case occurred;
- Contentious case ticker or order;
- Description of claim, leaving out emotions.
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