If you are a client of Monex Canada Inc. you can communicate the nature and details of your complaint directly to your account manager or dealer, either by phone or by email.
Alternatively, please send all relevant information to firstname.lastname@example.org and our compliance team will log and respond to your complaint.
Irrespective of complexity, we aim to provide the following during the complaint resolution process:
- contact details – in our initial response, we will outline who you can speak to for further information on your complaint and their contact details
- summary – after our investigation has taken place into your issue, you will be provided with a detailed analysis of what has been reviewed and the subsequent conclusions reached
- final response – a closing statement will be made confirming our position on your complaint
You should receive a response to your initial enquiry within 5 business days. If we are unable to respond to your complaint within 5 business days of receiving it, we will update you on the status of your complaint until such a time as our investigation is complete.
We aim to respond to issue a final response to your complaint within 15 working days. However, if we are unable to resolve your complaint within the given timeframes, we will contact you in writing to explain why we are not in a position to issue a final response and provide an estimate of when we expect to be able to provide one.
A record of each complaint received and the measures taken for its resolution will be retained for a minimum of 3 years from the date the complaint was received.