How to make and escalate a complaint

1. Purpose and commitment

A complaint is an expression of dissatisfaction about a service, communication, decision, delay or account event where a response or remedy is expected. It can be submitted without legal language. Client Support & Compliance is responsible for recording the matter and ensuring it reaches a reviewer with appropriate independence.

We aim to treat complainants fairly, protect relevant information and avoid retaliation. A complaint is assessed on the available evidence and the obligations connected to the service actually used.

2. Step one: submit the concern

Email [email protected] and state that you want the message recorded as a complaint. Include your name, account email, a clear description, key dates and the outcome you believe would resolve the concern. You may also identify any accessibility or communication accommodation needed.

Do not send passwords, one-time codes, recovery phrases or complete payment credentials. If documents are required, support will explain a secure way to provide them.

3. Step two: acknowledgment and review

We acknowledge receipt and assign a reference number as soon as reasonably possible. The acknowledgment identifies the responsible team, summarizes the issue and explains the expected next step. If the matter is urgent because access may be compromised, protective action can occur before the full merits review.

A reviewer gathers account records, communications, provider confirmations and any evidence supplied by the client. Related issues may be grouped, but each material allegation should be addressed.

4. Step three: response and internal escalation

When the initial review is complete, the response explains the facts considered, the conclusion, any proposed correction and how to ask for an internal reconsideration. If the client provides new relevant evidence, the record is updated rather than dismissed simply because an initial answer was issued.

Internal escalation places the matter before a person who was not responsible for the disputed event where practical. The reviewer considers both the service terms and whether communication or process met the standards we set for ourselves.

5. Information and timing

Useful information includes transaction identifiers, dates, amounts, screenshots, the names or addresses used in communications and the sequence of events. Do not alter original records. Tell us promptly if a payment destination, telephone number or email may have been compromised.

We aim to acknowledge complaints within five business days and provide a substantive response within 30 calendar days. Complex matters may take longer when an external provider, extensive records or suspected fraud must be examined. If more time is needed, we explain why and give an updated date. Applicable Canadian dealer rules may impose a different or more specific timetable, which will be followed where it applies.

6. External review

If the complaint remains unresolved after the internal process, an eligible client may contact the Ombudsman for Banking Services and Investments. OBSI is independent and can consider complaints involving participating banking and investment firms. No link is required to preserve that option, and support can explain what final response and records are available.

CIRO can receive concerns within its regulatory mandate, but it does not replace the process for seeking compensation through OBSI or a court. The appropriate route depends on the entity, activity and desired remedy. We do not discourage a client from obtaining independent advice.

7. Our service commitments

We will provide a reference, protect complaint information according to the Privacy Policy, consider relevant evidence, communicate material delays, explain the decision and identify available next steps. We separate complaint handling from sales pressure and do not make access to records conditional on adding funds.

Where an error is identified, corrective action may include updating a record, clarifying information, restoring a function, reviewing a fee or changing a process. The remedy depends on the facts and applicable terms.

8. Contact details

Send complaints to [email protected], addressed to Client Support & Compliance. Postal correspondence may be sent to 350 Albert Street, Ottawa, ON K1R 1A4, Canada. Include a reliable way to contact you and the complaint reference on later messages.

Support hours are Monday to Friday, 9:00-17:30 ET, excluding public holidays. Security emergencies should be identified clearly so account protection can be considered immediately even if the complaint investigation continues separately.