OANDA (Canada) Corporation ULC (OANDA) aims to provide its customers with the highest standards of service. However, we recognize that customers may on occasions be dissatisfied with some part of our service. OANDA is regulated in Canada by the Canadian Investment Regulatory Organization (CIRO). As such, OANDA is required to have a written complaint handling process.
A complaint is an expression of dissatisfaction, either verbal or written, submitted by you or your authorized representative. Please contact us immediately with any concerns or to request assistance with filing a complaint or obtaining information about the process.
To address your concerns, we will need all relevant details, such as your account number, dates of transactions, details of your concerns and how OANDA can resolve your complaint. Please be advised that email is not a secure method of communication – do not include sensitive personal or financial information in an email.
If you have a disability and require further assistance, please let us know how we can help.
For all service-related issues, please notify the Client Experience Team as soon as possible, by:
- Email: ocancomplaints@oanda.com
All security-related complaints are directed to our Designated Complaint Officer, which is also the Chief Compliance Officer. The Designated Complaint Officer is responsible for overseeing your complaint.
This includes complaints alleging misconduct with respect to the handling of your account(s) or dealings with us.
Alleged misconduct includes, but is not limited to, allegations of breach of confidentiality, theft, fraud, inappropriate account(s), misappropriation or misuse of funds or securities, forgery, misrepresentation, unauthorized trading relating to your account(s), other inappropriate financial dealings with clients and engaging in security-related activities.
Please forward all security-related complaints to our Designated Complaints Officer via:
- Email: ocancomplaints@oanda.com
We’ll investigate complaints from you (or your authorized representative). The subject person of a complaint won’t be allowed to investigate the complaint under any circumstances.
An acknowledgment email, including the date your complaint was received, will be sent to you within five business days. The email will outline that the Designated Complaint Officer is responsible for handling your complaint, it will explain OANDA’s complaint handling process, and you will also receive the CIRO brochure entitled “How to Make a Complaint“.
We'll contact you if more information is needed for our investigation. For status updates or to provide additional information, contact our Designated Complaints Officer via email at ocancomplaints@oanda.com.
We will review your complaint, considering the subject matter, the evidence you've provided, our records, and guidance from our regulator, CIRO.
For non-Quebec clients, we aim to respond to complaints as soon as possible with minimal delay, but the process may take up to 90 days depending on the subject matter.
For Quebec residents, a final complaint response will be provided within 60 days, or up to 90 days in exceptional circumstances. If there's a delay, you'll be informed within 60 calendar days, with reasons, a revised date, and details on your right to have the Autorité des marchés financiers (AMF) review your complaint.
If you do not feel your complaint has been resolved satisfactorily, you may:
I. refer your complaint to CIRO’s arbitration program;
II. request a secondary assessment of your complaint by the Ombudsman for Banking Services and Investments (OBSI), if a request is made within 180 days from the date of OANDA’s final response:
III. submit a regulatory complaint to CIRO for an assessment of whether disciplinary action is warranted; and/or
IV. pursue litigation/civil action.
V. Quebec residents who are not satisfied with OANDA's handling or resolution of their complaint may request a review by the AMF using the AMF’s complaint transfer form provided in OANDA's final complaint response.
CIRO’s Complaint handling process is also accessible at https://www.ciro.ca/office-investor/how-make-complaint. This outlines the complaint handling process and the options that are available to you, if you are not satisfied with the resolution of your complaint(s).