Transparency
We explain what we did, what we found and the reasons for our decision, in plain language and in writing.
[ COMPLAINTS / CANADA ]
Complaints procedure
If something has gone wrong, tell us. This page explains how to make a complaint to TradeX AI, what we do with it, how long each step takes and where you can go if you are still unhappy.
Why this procedure exists
A complaint is any expression of dissatisfaction about our service, a person on our team, a fee or a decision, where you expect a response or a fix. We treat every complaint as useful information about where we need to improve, and we want to hear about problems early instead of discovering them in a review online.
Following the procedure below means your complaint is logged, assigned to someone who was not involved in the original issue and answered within clear time limits. It also keeps a record that you can rely on if you later take the matter to an independent body.
How a complaint is handled
Five stages from your first message to a final answer.
1. You contact us
Email [email protected] with the word "Complaint" in the subject, or tell your account manager that you want to make one. You do not need legal language.
2. We acknowledge it
We confirm in writing that we have received it, give it a reference number and tell you who is handling it.
3. We investigate
A reviewer who was not involved looks at the records, speaks to the people concerned and, where needed, asks you for more information.
4. We answer
You receive a written response that explains what we found, what we will do and, if we disagree with you, why.
5. We follow through
If a fix or a refund is agreed, we confirm when it has been done, and we record what we learned.
What to include
The clearer the facts, the quicker we can help. Please give us:
- Your full name and the email address on your account
- What happened, with dates and, if relevant, amounts or reference numbers
- What you would like us to do about it
- Screenshots or documents that show the problem
What not to send
Please never include your password, a two-factor code, an exchange secret key or a full card number in a complaint. We will never need them to look into a problem, and if you do send them we may ask you to change them.
Complaints made by a third party on your behalf need your written permission, so that we can speak to them about your account.
Timelines
Time limits that apply to every complaint, and what changes for complaints that touch regulated activity in Canada.
| Stage | What we do | Time |
|---|---|---|
| Acknowledgement | Confirm receipt, give a reference number and name the handler | Within 2 business days |
| Investigation update | Tell you where we are if the answer needs more time | Every 10 business days until resolved |
| Final response | Written decision with reasons and next steps | Normally within 30 calendar days of receipt |
| Canada-specific | Where the complaint concerns a regulated product or service, we follow the response periods set by the applicable Canadian rules, which may be shorter | As required by those rules |
If we cannot finish within 30 days, we write to you before the deadline to explain why, give a new date and tell you what you can do if you do not want to wait.
If you are still not satisfied
If our final response does not resolve the issue, or we have not responded within the periods above, you may take the complaint to an independent body. In Canada, a client of a firm that falls within its mandate can ask the Ombudsman for Banking Services and Investments (OBSI) to look at the dispute, and complaints about regulated trading activity may also be raised with CIRO or the securities regulator of your province.
Whether one of these bodies can act depends on the product, the firm that provided it and how long ago the issue arose, so ask us which route fits your case. We will give you the information you need and will not discourage you from using any of them. You may also be able to seek legal advice or use the courts.
What we commit to
Confidentiality
Your complaint is shared only with the people who need it to resolve it, and with a regulator or independent body if you ask us to or the law requires it.
Objectivity
The reviewer was not involved in the original matter, and we weigh the evidence on both sides, including where it points to our mistake.
Communication
You will not have to chase us. We tell you who is handling the case, send updates on schedule and answer questions about progress.
No penalty for complaining
Making a complaint will not affect how your account is treated, and your account manager will keep supporting you while the matter is reviewed.
Contact
Write to [email protected] with "Complaint" in the subject. You can also post a letter to 275 Slater Street, Suite 900, Ottawa, Ontario K1P 5H9, Canada, marked for the Client Support & Compliance team.