LEGAL

Complaint process

OANDA (Canada) Corporation ULC (“OANDA”) is committed to the highest level of customer satisfaction. If you have any concerns please contact us right away.

Contact customer service

Assistance is available. You may chat, call, fax, e-mail or send a letter to raise your concerns:

  • Chat: https://www.oanda.com/help
  • Call: 1 416 593 9436 or 1 877 626 3239
  • Fax: 1 416 981 7039 or 1 877 416 1144
  • E-mail: frontdesk@oanda.com
  • Mail:

Designated Complaints Officer
OANDA (Canada) Corporation ULC
370 King Street West, 2nd Floor, Box 60
Toronto, ON M5V 1J9
Canada

Include all relevant details, such as your account number and dates of transactions. Explain your circumstances and how OANDA can resolve your complaint. Please note that e-mail is not a secure method of communication – do not include sensitive personal or financial information in an e-mail.

If you have a disability and require further assistance, please let us know how we can help.

OANDA's response

We will investigate all complaints from customers (or a customer's authorized representative) involving allegations of misconduct by OANDA or an employee of OANDA. Under no circumstances will the subject person of a complaint investigate the complaint.

Within 5 business days of your complaint we will inform you of the person investigating your complaint and who you can contact for an update.

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 within 90 days of your complaint. If, for any reason, OANDA cannot meet this deadline, OANDA will inform you in advance. You may also raise a complaint with the Ombudsman for Banking Services and Investments (OBSI) if a response is not provided within 90 days of your complaint.

Still unsatisfied?

If you are unsatisfied with the resolution of your complaint, you may request that OANDA's Designated Complaints Officer review the matter further. The Designated Complaints Officer is an employee of OANDA who is authorized to oversee the complaint handling procedures. The Designated Complaints Officer supervises complaints and notifies senior management and regulatory bodies as appropriate.

You may further escalate complaints to an external organization. OANDA is a member of the Investment Industry Regulatory Organization of Canada (IIROC). Complaints regarding IIROC members may be made through IIROC’s website (www.iiroc.ca) or by telephone 1.877.442.4322. Complaints may also be raised with the Ombudsman for Banking Services and Investments (OBSI). For further information, including contact information, please visit OBSI’s website: www.obsi.ca. Raising a complaint with OBSI does not restrict you from using an alternate dispute resolution service (at your expense) or from bringing an action in court. If you are a Quebec resident, you may also consider the free mediation service offered by the Autorité des marchés financiers.