Ombudsman for Banking Services and Investments
An independent dispute-resolution service for eligible complaints involving participating firms.
10 Complaints
A concern deserves
a clear path forward.
Understand how to raise a complaint, what happens during internal review and which independent options may remain available.
01 Submit a complaint
Start with a clear record.
Email [email protected] and place “Formal Complaint” in the subject line, or send written correspondence to the Ottawa office.
Never include security credentials.
Do not send passwords, private keys, seed phrases, MFA codes or API secrets.
- Your full name and account email
- A concise description of the issue
- The product or service involved
- Relevant dates and transaction details
- Supporting correspondence or documents
- The outcome you are seeking
- Any earlier support reference number
02 Internal review
Objective review and a reasoned response.
The appropriate team reviews the relevant account records, service information and communications. A matter may be escalated to a designated complaints officer.
- 01
Acknowledgement
Confirmation that the written complaint has been received.
- 02
Investigation
Review of records and a request for clarification where information is missing.
- 03
Progress
Updates where the applicable process requires them or the review will take longer.
- 04
Final response
An explanation of the outcome, information considered and remaining external options.
03 External resolution
Independent routes may remain available.
Eligibility, deadlines and the body with jurisdiction depend on the service, firm status, province and nature of the complaint. Confirm current requirements directly.
Canadian Investment Regulatory Organization
May review alleged misconduct or rule breaches within its mandate; it is not generally a compensation service.
Applicable regulator
A securities or consumer authority may accept matters within its jurisdiction.
Timing depends on the applicable framework.
Some investment complaints use a 90-calendar-day substantive-response framework; Québec processes may use a 60-day period with limited extensions. External filing deadlines can also apply. Confirm the current rules for your case.
Ready to submit a formal complaint?
Provide the facts, relevant documents and the outcome you are seeking.