Not happy? Here is exactly what happens

1. Purpose of this process

We commit to handling every complaint seriously, promptly and in writing, and to keeping you informed of its status without having to ask. A complaint can concern any part of our service: onboarding, verification, trading activity, fees, payments or the behaviour of a team member. Nothing on this page limits rights you have under Canadian law.

2. The main process, step by step

Step 1: Send it in writing. Email [email protected] with "Complaint" in the subject line, or hand it to your account manager, who forwards it the same day. Written complaints enter the formal process; verbal remarks do not, because we need the record.

Step 2: Acknowledgement. We confirm receipt in writing within two business days, with the name of the person handling your file and a reference number.

Step 3: Investigation. The handler collects the facts from our records, including the audit log entries relevant to your account, and may ask you one round of clarifying questions. You get a substantive interim update if the investigation passes fifteen business days.

Step 4: Final answer. You receive a written response that states the outcome, the reasons for it and, where applicable, what we will do and by when. Where we got something wrong, we say so plainly and correct it.

3. What we need from you

Include your full name and registration email, the date and time of the events, the account or transaction involved, a short description of what happened, and the outcome you are seeking. Documents such as screenshots or statements help. Do not include passwords, card numbers, 2FA codes or identity documents beyond what the handler specifically requests.

4. Timelines

Acknowledgement: within 2 business days of receipt. Clarifying questions, if any: asked within 5 business days of acknowledgement. Final written answer: normally within 30 calendar days of receiving a complete complaint file, matching the expectations Canadian regulators set for investment-related complaints. If the answer needs longer, we tell you why and give a new date rather than going quiet. Statutory checks, such as verification reviews, can add time; we flag those cases explicitly.

5. Escalation: external dispute resolution

If our final answer does not resolve the matter, or 90 days have passed since you first complained in writing, you may take the complaint to the Ombudsman for Banking Services and Investments (OBSI), Canada's independent external complaint body for investment services. Their review is free for consumers. Requests for escalation are answered with the contact details and the reference trail you need; nothing in our process requires you to waive this right.

6. Our commitments to you

Objectivity: the person investigating your complaint is not the person whose conduct is at issue. Transparency: you receive the outcome, the reasoning and the next step in writing. Confidentiality: complaint records are seen only by the people handling them. No retaliation: raising a complaint never affects your standing, your account or the service you receive. Timeliness: every stage has a deadline, and we tell you when we miss one.

7. How to reach the complaints handler

Email: [email protected] (subject line "Complaint"), handled by the Client Support and Compliance department during support hours, Monday to Friday, 9:00–17:30 ET (excluding public holidays). If your complaint involves a suspected security incident, also follow the incident route on the Security page so protective steps are not delayed behind the complaint file.