Complaints process
We assess complaints fairly, protect the information provided and explain both the outcome and the available escalation route.
1. Tell us what happened
Email [email protected] with your name, account email, relevant dates and a clear description of the concern. State the resolution you are seeking and attach only documents needed to understand the issue.
2. Acknowledgement and ownership
Client Support & Compliance records the complaint, provides a reference and identifies the person responsible for the review. We aim to acknowledge a complete submission within two business days.
3. Investigation
We review account records, communications and applicable procedures. We may ask focused follow-up questions, but we will never request a password or one-time authentication code.
4. Written response
You receive a reasoned response describing the evidence considered, the conclusion and any corrective action. More complex matters may take longer; where Canadian requirements set a deadline, that deadline controls.
Information to include
Provide the account identifier, transaction references, dates, amounts, staff names and copies of relevant messages. Do not send complete card numbers, private keys, passwords or authentication codes.
Timelines
We provide progress updates when a review cannot be completed promptly. Canadian investment complaints may be subject to defined acknowledgement, substantive-response and recordkeeping periods based on the regulated provider involved.
External review
If the internal response does not resolve an eligible complaint, the response will explain whether the Ombudsman for Banking Services and Investments (OBSI) or a CIRO-related route applies. Eligibility depends on the provider and service; no external link is required to preserve your right to ask for the appropriate contact details.
Our commitments
- Objective review by staff able to escalate the matter.
- Confidential handling and access limited to a business need.
- Plain explanations of findings and available next steps.
- No retaliation for making a good-faith complaint.
- Records retained in line with applicable obligations.
Contact
Send complaints to [email protected] with “Complaint” in the subject line.