Complaints process

1. Purpose

This process explains how to submit a complaint, what information helps us investigate, the expected communication, and the external route available for an eligible unresolved Canadian investment-service complaint.

2. How to submit

Email [email protected] with "Complaint" in the subject. You may also ask support to record an oral concern as a complaint. We will identify the responsible team and provide a reference.

3. Investigation steps

1. We acknowledge receipt and confirm the issue we understand.
2. We collect relevant account records, communications, system events, and transaction references.
3. A staff member not directly responsible for the disputed action reviews the evidence where practical.
4. We may ask focused questions or request supporting documents.
5. We provide a written outcome, reasons, and any proposed corrective action.

4. Information to provide

Include your name, safe contact details, important dates, relevant amount, transaction or ticket reference, what happened, the impact, and the resolution you seek. Do not send a password, one-time code, or full payment-card number.

5. Timelines

We acknowledge a complaint promptly and aim to keep you informed when an investigation requires more time. Complexity, third-party records, fraud concerns, or missing information can extend the review. Any specific regulated timeline applicable to the service provider will be stated in the acknowledgement.

6. Escalation and external review

If you disagree with the response, ask Client Support & Compliance for an internal escalation. For an eligible Canadian investment complaint that remains unresolved after the internal process, you may be able to contact the Ombudsman for Banking Services and Investments. The response letter will explain applicability and current contact details.

7. Our commitments

• Record the complaint accurately and provide a reference.
• Treat you fairly and without retaliation.
• Protect information and share it only as needed for review.
• Consider relevant records rather than assumptions.
• Explain the outcome in understandable language.
• Use complaint themes to improve products and processes.

8. Contact

Email [email protected]. Written correspondence may reference 125 Maplewood Crescent, Ottawa, Ontario K1S 3B7, Canada. Keep a copy of your submission and attachments.

What happens during evidence review

The investigator builds a timeline from your information and the records available to the company. Those records may include account events, support notes, transaction references, notices shown when an action occurred, and communications with a relevant service provider. A difference between a recollection and a system timestamp is examined rather than automatically decided in favour of either source.

If a third party controls part of the process, such as a bank transfer or identity check, we may need information from that provider. We will tell you when an external dependency is materially delaying the review, subject to confidentiality and legal restrictions.

Possible outcomes

An outcome may confirm that the process operated as disclosed, identify a service or communication error, request additional information, correct an account record, provide clearer instructions, or refer a matter to another provider. Where corrective action is appropriate, the response states what will happen and the expected timing.

A complaint outcome is not a promise that an investment loss will be reimbursed. Market movement, disclosed fees, and actions validly authorised by the account holder are assessed separately from a technical or service failure.

Representatives and accessibility

You may ask an authorised representative to communicate for you. We must verify the representative's authority before discussing account information. You can also request an accessible communication format or explain an accommodation needed to participate effectively.

Using a representative is optional and does not receive priority over a complaint submitted directly. Be cautious of recovery services that promise a guaranteed outcome or demand advance payment to an unverified account.

Privacy and record keeping

Complaint records are available only to personnel and providers who need them for investigation, oversight, legal advice, or required reporting. They are retained according to applicable requirements and may be used in aggregated form to identify recurring product or support problems.

Do not include passwords, one-time codes, private keys, or full card numbers. If sensitive information is required, the investigator will identify an approved method for providing it.