COMPLAINTS & DISPUTE RESOLUTION

A documented route for raising a concern.

Tell us what happened, provide the records you have and explain the outcome you are seeking. We will identify the team or provider responsible for reviewing it.

THREE-STAGE PROCESS

From initial notice to possible external review.

Timelines depend on the nature of the matter and the complaint rules that apply to the responsible legal entity.

  1. 01

    Contact Corvenhall

    Email [email protected] with your name, contact details, relevant dates, account reference, a clear description and requested resolution.

  2. 02

    Internal review

    Client Support & Compliance acknowledges the complaint, preserves relevant records and assigns it to someone who can assess the facts.

  3. 03

    External route

    If the final response does not resolve an eligible complaint, external review may be available through OBSI or CIRO-related routes in Canada, or AFCA in Australia, according to the provider's status and applicable rules.

WHAT TO INCLUDE

Enough information to reconstruct the issue.

  • Your full name and preferred contact method.
  • The product, account or interaction involved.
  • Dates, amounts and reference numbers where relevant.
  • Copies of communications that are safe to share.
  • The resolution you believe would be fair.

Protect sensitive information

Do not include passwords, authentication codes, card security codes, private keys or seed phrases. Support does not need those credentials to investigate.

Acknowledgement and final response

We aim to acknowledge a complaint promptly and explain the review process. The responsible entity's written policy determines formal acknowledgement, escalation and final-response deadlines.

Where Canadian investment-dealer complaint rules apply, the responsible firm should provide the prescribed information about its complaint process and available independent review. Exact time limits and addresses must be confirmed in that firm's current disclosure.

OBSI, CIRO and AFCA

OBSI offers impartial dispute resolution for eligible consumers of participating Canadian firms. CIRO oversees member firms and provides investor complaint information. AFCA provides free, independent review of eligible Australian financial complaints after the consumer first complains to the firm.

Do not send a complaint to an external body solely because its name appears on this site. First confirm which legal entity provided the service and whether that entity participates in the relevant process.

Contact record

Complaint email: [email protected]
Postal address: Ottawa, Ontario, Canada
Department: Client Support & Compliance

Retaliation and accessibility

Raising a good-faith concern should not prevent a fair review. Tell us if you need an accessible communication format or another reasonable way to participate in the process.

Records and privacy

Complaint records may be retained to investigate, respond, identify recurring issues and meet legal obligations. Access is limited according to role and need.

For personal-information concerns, review the Privacy Policy. For suspicious impersonation, use the steps on the Fraud Warning page.