Submit the complaint
Email [email protected] or write to 1847 Maplecrest Avenue, Ottawa, ON K1G 4R8, Canada. Include your name, contact details, relevant dates and requested outcome.
Complaints
Raise a concern through a documented process.
A complaint can relate to service, communication, an account instruction or the handling of personal information. Submitting one does not affect your right to ask for account assistance.
How to complain
Three stages, with records at each point.
Send enough detail to identify the issue, but never include a password or complete payment credential.
Internal review
Client Support & Compliance records the issue, acknowledges it and may request documents or clarification from you and the teams involved.
Written response
The responsible legal provider communicates findings, any proposed action and available external review information.
Timing
What to expect after submission.
Exact statutory or membership deadlines depend on the responsible provider and complaint type, so they are confirmed in the acknowledgment.
| Acknowledgment | A written acknowledgment should identify the complaint owner and next step. |
|---|---|
| Progress updates | You may receive a request for information or an update if the review remains open. |
| Final response | The response explains the outcome, reasons and any further review route. |
Further resolution
Canadian escalation depends on provider status.
If the legal provider is a CIRO-regulated investment dealer, its complaint materials should explain applicable CIRO and OBSI options and deadlines. Do not assume those routes apply until the provider is identified.
CIRO information
CIRO publishes complaint guidance for clients of regulated investment and mutual fund dealers.
OBSI review
OBSI may offer independent dispute resolution for participating firms, subject to eligibility and time limits.
Privacy during a complaint
Provide only records relevant to the concern. Redact unrelated account numbers and do not send passwords, one-time codes or complete card details.
Urgent security issues
If you believe an account is compromised, contact support immediately and state that access should be restricted. The security response can begin before the complaint investigation is completed.