1
Our commitment
Comptérance reviews complaints objectively and without charging the person who raises them. Comptérance presents this information so a Canadian user can understand the practical purpose, the choices that remain under the user’s control, and the point at which support or an independent professional may be appropriate.
For Our commitment on the Complaints page, relevant activity and material settings are made visible so the issue is not hidden behind technical language. Review the information shown on screen, keep contact details current, and ask support before acting when an instruction, fee, condition or request is unclear.
Nothing in this Our commitment section promises a trading result or removes market risk. Conditions and third-party rules can change, so funding, configuration and continued use should remain consistent with the user’s objectives, financial position and tolerance for loss.
2
Submit the concern
Send a clear description to support with the account email, relevant dates and the outcome requested. Comptérance presents this information so a Canadian user can understand the practical purpose, the choices that remain under the user’s control, and the point at which support or an independent professional may be appropriate.
For Submit the concern on the Complaints page, relevant activity and material settings are made visible so the issue is not hidden behind technical language. Review the information shown on screen, keep contact details current, and ask support before acting when an instruction, fee, condition or request is unclear.
Nothing in this Submit the concern section promises a trading result or removes market risk. Conditions and third-party rules can change, so funding, configuration and continued use should remain consistent with the user’s objectives, financial position and tolerance for loss.
3
Acknowledgement and reference
Support records the matter, provides a reference and identifies the team responsible for review. Comptérance presents this information so a Canadian user can understand the practical purpose, the choices that remain under the user’s control, and the point at which support or an independent professional may be appropriate.
For Acknowledgement and reference on the Complaints page, relevant activity and material settings are made visible so the issue is not hidden behind technical language. Review the information shown on screen, keep contact details current, and ask support before acting when an instruction, fee, condition or request is unclear.
Nothing in this Acknowledgement and reference section promises a trading result or removes market risk. Conditions and third-party rules can change, so funding, configuration and continued use should remain consistent with the user’s objectives, financial position and tolerance for loss.
4
Investigation and updates
Relevant records are reviewed and the user receives updates when more time or information is needed. Comptérance presents this information so a Canadian user can understand the practical purpose, the choices that remain under the user’s control, and the point at which support or an independent professional may be appropriate.
For Investigation and updates on the Complaints page, relevant activity and material settings are made visible so the issue is not hidden behind technical language. Review the information shown on screen, keep contact details current, and ask support before acting when an instruction, fee, condition or request is unclear.
Nothing in this Investigation and updates section promises a trading result or removes market risk. Conditions and third-party rules can change, so funding, configuration and continued use should remain consistent with the user’s objectives, financial position and tolerance for loss.
5
Information to provide
Include transaction references and correspondence, but never send a password, one-time code or private access key. Comptérance presents this information so a Canadian user can understand the practical purpose, the choices that remain under the user’s control, and the point at which support or an independent professional may be appropriate.
For Information to provide on the Complaints page, relevant activity and material settings are made visible so the issue is not hidden behind technical language. Review the information shown on screen, keep contact details current, and ask support before acting when an instruction, fee, condition or request is unclear.
Nothing in this Information to provide section promises a trading result or removes market risk. Conditions and third-party rules can change, so funding, configuration and continued use should remain consistent with the user’s objectives, financial position and tolerance for loss.
6
Response timing
Comptérance aims to acknowledge promptly and issue a reasoned final response within applicable Canadian timelines. Comptérance presents this information so a Canadian user can understand the practical purpose, the choices that remain under the user’s control, and the point at which support or an independent professional may be appropriate.
For Response timing on the Complaints page, relevant activity and material settings are made visible so the issue is not hidden behind technical language. Review the information shown on screen, keep contact details current, and ask support before acting when an instruction, fee, condition or request is unclear.
Nothing in this Response timing section promises a trading result or removes market risk. Conditions and third-party rules can change, so funding, configuration and continued use should remain consistent with the user’s objectives, financial position and tolerance for loss.
7
External review
If internal review does not resolve the concern, an eligible complainant may approach OBSI or the applicable CIRO process. Comptérance presents this information so a Canadian user can understand the practical purpose, the choices that remain under the user’s control, and the point at which support or an independent professional may be appropriate.
For External review on the Complaints page, relevant activity and material settings are made visible so the issue is not hidden behind technical language. Review the information shown on screen, keep contact details current, and ask support before acting when an instruction, fee, condition or request is unclear.
Nothing in this External review section promises a trading result or removes market risk. Conditions and third-party rules can change, so funding, configuration and continued use should remain consistent with the user’s objectives, financial position and tolerance for loss.
8
Contact
Complaints are accepted through the published support email and handled by Client Support & Compliance. Comptérance presents this information so a Canadian user can understand the practical purpose, the choices that remain under the user’s control, and the point at which support or an independent professional may be appropriate.
For Contact on the Complaints page, relevant activity and material settings are made visible so the issue is not hidden behind technical language. Review the information shown on screen, keep contact details current, and ask support before acting when an instruction, fee, condition or request is unclear.
Nothing in this Contact section promises a trading result or removes market risk. Conditions and third-party rules can change, so funding, configuration and continued use should remain consistent with the user’s objectives, financial position and tolerance for loss.
