July 27th, 2022, The Financial Commission today announces its operating metrics for the first half of 2022 as part of its ongoing Complaints Digest publications highlighting the organization’s performance. Continued interest in trading among investors has led to a steady rise in some key metrics of the dispute resolution service of the organization, while average dispute resolution times continued to improve. The organization also added 6 new broker members and certified one platform provider during this period.

Key Half Year Highlights (as compared to 2H 2021):

A Detailed Summary

 

Key Takeaways for 1H 2022

Conclusions

The Financial Commission continues to effectively resolve traders’ disputes and public inquiries during continued market volatility around the world, with total resolved complaints for the 1st half of 2022 being 6% higher than 2H 2021. The drop in average complaints values and changes in the complaints value categories suggest that many new investors have entered the market on the heels of significant equity and crypto market growth that occurred in the later stages of 2021. 

The Dispute Resolution Committee witnessed a rise in compensation sought from member brokers of 26%, indicating the rise in demand for trading services among Financial Commission members, while also experiencing a drop of 66% in compensation sought from non-members, suggesting that warnings and notices issued regularly by the Financial Commission and financial regulators worldwide may be deterring investors from becoming victims of untrustworthy companies and exchanges. 

The continued effectiveness of the dispute resolution service is also highlighted by the 12% rise in member complaints for the half year. “Non-trading related” complaints continue to grow with a  5% uptick to 1112 in this time period, highlighting the broad scope of issues experienced by traders today. The highest trending complaints topics included account blocking, withdrawal of funds and price check requests further highlighting the continued interest in trading FX and CFD markets by traders of all experience levels.

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected]

July 14th 2022, The Financial Commission today announces increases in amounts awarded to traders in resolved disputes, as well as improved dispute resolution times as part of its quarterly Complaints Digest. The organization also experienced a rise in amounts sought from non-member brokers, while the number of complaints not yet resolved fell sharply, indicating swift operations of the external dispute resolution (EDR) service.

Key highlights for 2Q vs. 1Q 2022:

Quarter Over Quarter Comparison

Key Takeaways

Conclusions

Seasonal changes in trading behavior among investors impacted several key metrics of the Financial Commission in the second quarter of 2022. A decrease in newly filed complaints and increases in resolved complaints suggest traders may be taking advantage of the warmer summer months in light of the negative impact to such asset classes as digital currencies. Nonetheless, the Dispute Resolution Committee continues to receive and process a significant amount of complaints as compared to previous periods in 2021 and earlier. In 2Q 2022 the DRC was able to award a larger amount of compensation to traders than in the previous quarter while experiencing a jump in the amounts sought by traders from non-member brokers during this time. At the same time, the total amounts sought from broker members decreased, including a lower value of such complaints for the quarter.  There was little change in the complaints topics for the period, with financial and non-trading complaints accounting for 24% and 64% of all new complaints for the period. Complaints listed in the value category $500-$1K jumped 17%, highlighting the continued importance of the organization to investigate complaints with varying monetary values. During the quarter, the DRC was able to resolve complaints more efficiently than in the previous period with less complaint investigations and decisions carrying over into 3Q 2022, while improving already exceptional average resolution times, which still continue to outpace alternative EDR services. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected]

April 20th 2022, The Financial Commission today announces increases in new filed and resolved complaints, as well as amounts sought from broker members as part of its quarterly Complaints Digest. The organization also experienced a slight uptick ini already swift average dispute resolution times, with a 6.3 days average for the quarter.

Key highlights for 1Q 2022:

Quarter Over Quarter Comparison

Key Takeaways

Conclusions

Demand for retail trading continued to impact several key metrics of the Financial Commission in the first quarter of 2022. An increase in newly filed complaints and increases in resolved complaints suggest traders are continuing to try and take advantage of market opportunities with the Dispute Resolution Committee (DRC) continuing to process a significant amount of complaints in the first quarter of the year. The DRC was able to award a smaller amount of compensation to traders than in the previous quarter while experiencing a jump in the amounts sought by traders from broker members during this time.  Financial-related complaints increased by 40%, which indicates a significant rise in disputes related to funds withdrawal. At the same time, complaints listed in the most valuable category ($10K+) jumped 70% in 1Q 2022, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. During the quarter, the DRC was able to resolve 3% more complaints than in the previous period with fewer complaint investigations and decisions carried over into 2Q 2022, while maintaining exceptional average resolution times, which still continue to outpace alternative EDR services. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

January 17, 2022, The Financial Commission today announces the results of its operations for the previous year with the publication of the 2021 Complaints Summary. The organization achieved record annual growth in key metrics, as well as continued membership expansion during another challenging year impacted by the Covid-19 pandemic while maintaining a quick and efficient average dispute resolution time.

New records set in 2021

Other key metrics & accomplishments in 2021

Annual Complaints Summary

 

Key Takeaways

Conclusions

The Financial Commission continued to provide quick and efficient dispute resolution services to traders and broker members in 2021 despite continued global disruptions related to Covid-19. Continued demand from retail traders and new investors provided for a record amount of new complaints for the organization and led to new records in operational metrics. 

The organization further expanded its membership ranks with large, internationally recognized brokers, as well as new members in the Middle East region. The organization’s free dispute resolution service to traders gained popularity in Asia, Latin America and Europe with new complaints from these regions growing 98%, 87% and 20% respectively, while complaints from the Middle East grew substantially by 357% in 2021. The Financial Commission also saw a continued decrease of 47% in complaints from Russia and former Soviet republics, as local market restrictions continued to impede the normal online trading operations FX and CFD traders had come to expect in the past. 

The majority of complaints in 2021 were related to non-trading issues with 58% of the total, while financial related disputes accounted for 23% and trading related complaints 19%. The most popular topics for complaints dealt with account blocking (32%), funds withdrawal (17%), price check (13%), non-market quotes (8%) and stop-out orders (6%). Of all resolved complaints, 59% were resolved “in favour of the broker” and 10% resolved “in favour of the client”, while 30% were found to be outside the organization’s jurisdiction. 

Heading into 2022, the Financial Commission expects to see global demand for trading and investing services continue to rise, particularly among younger generations of trades, with opportunities for volatility in prices of financial products, including commodities, energies and equities as a result of changes in fiscal economic policies and impacts from the ongoing Covid-19 pandemic.  In this regard, the organization is prepared to handle a growing number of new complaints from traders in the New Year.  

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

January 10th 2022, The Financial Commission today announces increases in amounts sought from brokers and average values of complaints in the last month of the year as part of its monthly Complaints Digest. The organization also experienced a continued improvement in already swift average dispute resolution times, with a 5.3 days average for the month.

Key monthly highlights for December 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

The Financial Commission Dispute Resolution Committee (DRC) did not experience a shortage of complaints heading into the end of 2021 as retail traders continued to find trading opportunities in global markets. The DRC continued to process a significant amount of complaints that grew steadily over the previous months. The DRC was able to award a smaller amount of compensation to traders than in the previous month while experiencing a significant jump in the amounts sought by traders from non-member brokers in December.  Roughly 16% of new complaints filed with the DRC in December were valued between $1,000-$10K+, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected]

December 8th 2021, The Financial Commission today announces increases in amounts sought from brokers, average values of complaints, as well as total resolved complaints for November 2021 as part of its monthly Complaints Digest. The organization also experienced a significant improvement in already swift average dispute resolution times, with a 6 days average for the month.

Key monthly highlights for November 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

Demand for retail trading continues to impact several key metrics of the Financial Commission for November 2021. Relatively lower numbers for newly filed complaints and increases in resolved complaints suggest traders are continuing to try and take advantage of market opportunities with the Dispute Resolution Committee (DRC) continuing to process a significant amount of complaints in the last quarter of the year. The DRC was able to award a smaller amount of compensation to traders than in the previous month while experiencing a jump in the amounts sought by traders from broker members in November.  At the same time, over 22% of all new complaints filed with the DRC in November were valued between $1,000-$10K+, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. During the month, the DRC was able to resolve 2% more complaints than in October with some complaint investigations and decisions carrying over into November, while improving average resolution times, which still continue to outpace alternative EDR services. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

November 8th 2021, The Financial Commission today announces increases in amounts awarded to traders, as well as amounts sought from member brokers in October 2021 as part of its monthly Complaints Digest. The organization also experienced a significant improvement in already swift average dispute resolution times, with a 6.8 days average for the month.

Key monthly highlights for October 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

Demand for retail trading and investing looks to be continuing judging by several key metrics of the Financial Commission for October 2021. Steady numbers for filed and resolved complaints suggest traders are continuing to try and take advantage of market opportunities with the Dispute Resolution Committee (DRC) continuing to process a larger number of complaints than in the summer months. The DRC was able to award a larger amount of compensation to traders than in the previous month while experiencing a jump in the amounts sought by traders from broker members in October.  At the same time, over 23% of all new complaints filed with the DRC in October were valued between $1,000-$10K+, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. During the month, the DRC was able to resolve 8% fewer complaints than in September with some complaint investigations and decisions carrying over into November, while improving average resolution times, which still continue to outpace alternative EDR services. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

October 18th 2021, The Financial Commission today announces increases in newly filed complaints, resolved complaints, as well as amounts sought by traders and average complaints values for September 2021 as part of its monthly Complaints Digest. The organization also experienced a slight slowdown in already swift average dispute resolution times, with 9.4 days average for the month.

Key monthly highlights for September 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

Demand for retail trading and investing looks to have picked up following the summer months as highlighted by the growth of several key metrics of the Financial Commission for September 2021. Increases in new filed and resolved complaints suggest traders are continuing to try and take advantage of market opportunities with the Dispute Resolution Committee (DRC) continuing to process a larger number of complaints than previous months. The DRC was able to award a smaller amount of compensation to traders in the previous month while experiencing a significant jump in the amount sought in all submitted complaints.  At the same time, over 23% of all new complaints filed with the DRC in September were valued between $1,000-$10K+, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. During the month, the DRC was able to resolve 33% more complaints than in August with continued operating efficiencies, while the rise in newly filed complaints led to an uptick in average resolution times, which still continue to outpace alternative EDR services. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

September 14th 2021, The Financial Commission today announces increases in newly filed complaints, resolved complaints, as well as amounts awarded to traders for August 2021 as part of its monthly Complaints Digest. The organization also experienced a slight slowdown in already swift average dispute resolution times, with 7.6 days average for the month.

Key monthly highlights for August 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

Trades continued to rely on external dispute resolution services (EDR) in the late summer as highlighted by the growth of several key metrics of the Financial Commission for August 2021. Increases in new filed and resolved complaints suggest traders are continuing to try and take advantage of market opportunities with the Dispute Resolution Committee (DRC) continuing to process a large number of complaints. The DRC was able to award a significantly larger amount of compensation to traders in August despite a lower total amount sought in all submitted complaints.  At the same time, a little over 22% of all new complaints filed with the DRC in August were valued between $1,000-$10K+, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. During the month, the DRC was able to resolve 55% more complaints than in July with additional operational resources, while the complexity of cases and communication times led to an uptick in average resolution times, which still continue to outpace alternative EDR services. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected]

August 11th 2021, The Financial Commission today announces increases in newly filed complaints, resolved complaints, as well as amounts sought by traders for July 2021 as part of its monthly Complaints Digest. The organization also experienced a noticeable improvement in already swift average dispute resolution times, with a 6.5 days average for the month.

Key monthly highlights for July 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

Interest in trading global markets has continued to support demand for external dispute resolution services (EDR), as highlighted by the growth of several key metrics of the Financial Commission for July 2021. Increases in new filed and resolved complaints amounts sought, as well as average complaint values, suggest traders are continuing to try and take advantage of market opportunities. At the same time, non-trading complaints rose 35% during the month, indicating that traders may be having issues with such things as bonuses or brokerage terms and conditions.  Roughly 23% of all new complaints filed with the Dispute Resolution Committee (DRC) in July were valued between $1,000-$10K+, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. During the month, the DRC was able to resolve 58% more complaints than in June, with average resolution times improving 33% to a still manageable 6.5 days. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

July 13th,  2021, The Financial Commission today announces its operating metrics for the first half of 2021 as part of its ongoing Complaints Digest publications highlighting the organization’s performance. Continued interest in trading volatile global financial markets following the Covid-19 pandemic has led to significant changes in some key metrics of the dispute resolution service of the organization, while average dispute resolution times continued to improve. The organization also added 5 new broker members and certified two platform providers during this period.

Key Half Year Highlights (as compared to 1H 2020):

A Detailed Summary

Key Takeaways for 1H 2021

Conclusions

The Financial Commission continues to effectively resolve traders’ disputes and public inquiries during continued elevated trader and broker activity around the world. Continued interest in trading opportunities in global markets has resulted in more demand for trading services among broker members, who have adapted their internal dispute resolution (IDR) processes to the influx of new traders seen in 2020 and, as such, have led to the reduction of compensation amounts sought from their trades. The Dispute Resolution Committee witnessed a significant rise in compensation sought from non-member brokers of 217%, indicating that trader protections are still lacking around the world. Several key outliers in amounts awarded to traders and average complaint values have negatively impacted 1H 2021 results, yet these metrics reflect the continued effectiveness of the dispute resolution service. “Trading related” complaints rose by 19% for the first half of 2021, while “non-trading related” complaints more than doubled to 325 in this time period, highlighting the broad scope of issues experienced by traders today. The highest trending complaints topics included account blocking, withdrawal of funds and price check requests further highlighting the continued interest in trading FX and CFD markets by traders of all experience levels.

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

June 9th 2021, The Financial Commission today announces significant increases in key metrics, including new complaints filed, amounts sought and awarded in May 2021 as part of its monthly Complaints Digest. The organization also experienced a further spike in trading related complaints while average dispute resolution times increased to 7.2 days for the month.

Key monthly highlights for May 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

Continued massive demand for trading on global markets, including digital currencies and derivatives, continues to drive the external dispute resolution services (EDR), as highlighted by several key metrics of the Financial Commission for the previous month. Increases across the board in new filed and resolved complaints amounts sought and awarded to traders, as well as average complaint values, suggest more traders are taking on substantial risks in their trading sizes as they try and take advantage of market opportunities. Roughly 32% of all new complaints filed with the Dispute Resolution Committee (DRC) in May were valued between $1,000-$10K+, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. During the month, the DRC was able to resolve 15% more cases than in April, with average resolution times rising by 29% to a still manageable 7.2 days. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

May 13th 2021, The Financial Commission today announces steady month over month figures for newly filed complaints, resolved complaints and other key metrics for April 2021 as part of its monthly Complaints Digest. The organization also experienced a continued rise in trading related complaints while average dispute resolution times fell to just 5.6 days for the month.

Key monthly highlights for April 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

Trading in global markets with a new focus on digital assets and derivatives has continued to support demand for external dispute resolution services (EDR), as highlighted by several key metrics of the Financial Commission for the last month. Increases in trading related complaints by 29% suggest more traders are taking advantage of market opportunities and having issues with trade execution or pricing. Roughly 26% of all new complaints filed with the Dispute Resolution Committee (DRC) in April were valued at $1,000-$10K, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. During the month, the DRC was able to speed up the resolution of cases with average resolution times falling by 32% to just 5.6 days. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

April 7th 2021, The Financial Commission today announces increases in newly filed complaints, resolved complaints, as well as awards to traders and amounts sought from member brokers for March 2021 as part of its monthly Complaints Digest. The organization also experienced a rise in trading related complaints while maintaining a steady average dispute resolution time of just 8.3 days for the month.

Key monthly highlights for March 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

Renewed interest in trading global markets has continued to support demand for external dispute resolution services (EDR), as highlighted by the growth of several key metrics of the Financial Commission last month. Increases in trading related complaints suggest more traders are taking advantage of market opportunities and having issues with trade execution or pricing. Roughly 25% of all new complaints filed with the Dispute Resolution Committee (DRC) in March were valued at $1,000-$9,999, highlighting the continued importance of the organization to investigate complaints with a significant monetary value. During the month, the DRC was able to ramp up the resolution of cases with total resolved complaints rising 10% from February while maintaining a steady average resolution time of 8.3 days. 

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].

March 9th 2021, The Financial Commission announces increased amounts sought and awarded to traders, as well as average complaints values for February 2021 as part of its monthly Complaints Digest. The organization recorded a decrease in new complaints filed, but maintained a steady rate of resolved complaints, percentage awarded and several other key metrics while achieving an average dispute resolution time of just 8.3 days.

Key monthly highlights for February 2021:

Month Over Month Comparison

Key Takeaways

Conclusions

The recent trading frenzy in equities has supported the demand for external dispute resolution services (EDR), as highlighted by the growth of several key metrics of the Financial Commission in recent months, with a noticeable slowdown in February as a result of markets returning to range-bound trading in some areas. Nonetheless, compensation amounts sought by traders, as well as average complaints values and the awards to traders in February 2021 by the Dispute Resolution Committee (DRC) highlight a persistent demand for EDR services. Financial-related complaints were beaten out by non-trading complaints in February, suggesting investors are having more issues with such things as bonus policies, account blocking and customer service-related issues. During the month, the DRC was able to maintain a steady rate of total resolved complaints, down just 8% from January 2021 and in doing so resolved complaints at a speed of 8.3 days, albeit increasing this metric 46% MoM, but still keeping it well below other comparable dispute resolution services available to traders.

About Financial Commission

Founded in 2013, the Financial Commission is a leading independent member-driven external dispute resolution (EDR) organization for international online brokerages, exchanges and Blockchain firms that participate in global foreign exchange (forex), derivatives, CFD and digital asset markets.

The Financial Commission provides efficient compliance solutions to its members, alongside its External Dispute Resolution (EDR) mechanism that serves as an effective channel for processing complaints from clients of member firms.

For more information please contact us at [email protected].