We will investigate all complaints from customers (or a customer's authorized representative). Under no circumstances will the subject person of a complaint investigate the complaint.
Where applicable, within 5 business days of your complaint, an acknowledgment letter is sent to you, including the information of the person investigating your complaint, an explanation of OANDA complaint handling process and three Canadian Investment Regulatory Organization (CIRO) brochures entitled “How CIRO Protects Investors”, “Making a Complaint: A Guide for Investors” and “How Can I get My Money Back? A Guide for Investors”. We may request additional information from you.
In conducting our review of your complaint, we will take into account the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from our regulator, the Canadian Investment Regulatory Organization (CIRO).
Complaints are responded to as soon as possible with minimal delay, however this process may take up to 90 days depending on the subject matter involved. You may contact the person investigating your complaint for status update.
Within 90 days of your complaint, a written summary of your complaint, our explanation of the results of our investigation, OANDA's final decision, and options available to you will be provided to you. If for any reason, OANDA cannot meet this deadline, OANDA will inform you in advance with an explanation and an estimated timeline for completion.