Complaints process

1. Why this process exists

Visitors may need to challenge an account action, an unclear cost, a delayed payment or the way a question was answered. We aim to treat a complaint as a request for a documented investigation, not as a sales conversation. You should be able to understand who is handling it and what evidence was considered.

If your account is legally with another provider, that provider's complaint procedure governs its transactions and custody decisions. Ask for the entity's full name and written process. We can help direct a question, but this website cannot replace a dealer's formal complaint obligations.

2. Step one: send the complaint

Email [email protected] with “Complaint” in the subject line. Give your name, a safe contact method, the date of the event and a concise description of what happened. State the result you are seeking so the reviewer knows which issue to address.

If you already have an account or transaction reference, include it. Do not send a password, one-time code, recovery phrase, full card number or an unrequested identity document. We can arrange a safer way to provide sensitive evidence if it becomes necessary.

3. Step two: acknowledgement and routing

The support team should acknowledge receipt and identify whether the matter concerns website information, account access, a third-party provider or a possible fraud event. It may ask a focused follow-up question to locate the right record. Keep the case reference and copies of the messages you send.

A complaint involving unauthorized access should be handled alongside urgent security steps. If a bank, card issuer or exchange is involved, contact it directly without waiting for the website review. That can preserve time-sensitive rights or account controls.

4. Step three: investigation and response

The reviewer should compare your account of events with available records, relevant terms and any provider response. A useful outcome letter explains what was found, what action will be taken, any amount or correction offered, and what remains unresolved.

We may need further information from you or from the legal account provider. If a claim concerns a trade or payment outside this site's control, the executing provider must make the final factual determination under its terms. Ask for the evidence relied on and retain the written decision.

5. Information to provide

Provide the relevant dates, account identifier, transaction references, screenshots and copies of prior correspondence. Explain when you first noticed the issue and whether you have already contacted another provider. A short timeline is often more useful than a long message without dates.

Redact unrelated personal information before sending attachments. Do not include credentials, complete payment-card details or another person's private records. If identity verification is needed, use the provider's authenticated channel and ask why each item is required.

6. Timing and Canadian routes

We will acknowledge and work through website complaints as quickly as the evidence allows; no verified internal service deadline was supplied for this site. For an investment dealer regulated by CIRO, the firm generally must provide a substantive response to a complaint within 90 calendar days. That dealer requirement should not be misrepresented as a promise made by this website.

If a participating investment firm has not responded after 90 days, or you remain dissatisfied after its final response, OBSI may be an available independent route. A consumer generally has 180 days after the firm's written response to take the matter to OBSI. Rules can differ by provider and province, including Québec, so check the current process for the entity involved.

CIRO can receive concerns about the conduct of its member firms and representatives. Its role is distinct from obtaining compensation through OBSI, a civil process or another applicable channel. A visitor should confirm whether the legal provider is a CIRO member before assuming that route applies.

7. Our commitments

We aim to record the concern accurately, communicate through a traceable channel and distinguish facts from assumptions. We should review relevant material objectively, protect personal information, explain delays and avoid pressuring a visitor to withdraw a complaint in order to receive support.

We should also identify when another legal entity is responsible, provide its contact route where known and correct inaccurate website information that the investigation reveals. An adverse outcome should still be explained plainly. If an error can be corrected, the response should say what will change and when.

8. Contact and next step

Send website complaints to [email protected]. The shared support department is Client Support and Compliance, with published hours of Monday to Friday, 9:00 a.m. to 5:30 p.m. ET, excluding public holidays. Ask for the complaint contact and mailing address of any separate account provider.

Keep a copy of your complaint, acknowledgement and response. If you are unsure which entity is responsible, name the payment, account or service involved in your first message. Do not let uncertainty about the brand name prevent you from contacting a bank or regulated provider directly when a deadline matters.