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.

A complaint is your expression of dissatisfaction, either verbally or in writing, and it should be submitted directly by you or your authorized representative.

Service-Related Matters

Have a concern?

If you have a service-related issue, please notify the Client Experience Team as soon as possible, by:

In order to resolve 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.

Securities Related Matters

Securities related complaints are directed to the Designated Complaint Officer, which is also the Chief Compliance Officer. The Designated Complaints Officer is responsible for managing the client complaint process.

If your complaint alleges misconduct with respect to the handling of your account(s) or dealings with us, it should be forwarded to:

Designated Complaints Officer

OANDA (Canada) Corporation ULC

370 King Street West, Suite 302, Box 60

Toronto, ON M5V 1J9, Canada

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 a client’s account(s), other inappropriate financial dealings with clients and engaging in securities related activities.

OANDA's action

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.

Still unsatisfied?

If you are not satisfied with our response, the options below are available to you:

I. CIRO’s arbitration program;

II. 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. you can submit a regulatory complaint to CIRO for an assessment of whether disciplinary action is warranted; and/or

IV. you can also pursue litigation/civil action.

If you are a Quebec resident, you may also consider the free mediation service offered by the Autorité Des Marchés Financiers. For further information, please visit: lautorite.qc.ca.

CIRO’s Complaint handling process is also accessible via https://www.ciro.ca/investors/how-make-complaint provides an outline of the complaint handling process and the options that are available to you, if you are not satisfied with the resolution of your complaint(s).