Complaints process
We record, investigate and respond to concerns fairly, confidentially and without charging a complaint-handling fee.
1. Purpose and commitment
A complaint is an expression of dissatisfaction about a service, decision, delay or interaction. Capital Asverix aims to understand the issue, preserve relevant records and provide a reasoned response.
2. Step one: submit the concern
Email [email protected] with the subject “Complaint”. State what happened, when it occurred, the account reference if available and the resolution you seek.
3. Step two: acknowledgement
Client Support and Compliance records the matter and normally acknowledges it within five business days. The acknowledgement identifies any missing information and the point of contact.
4. Step three: investigation
The reviewer examines account records, communications and relevant provider information. We may ask focused follow-up questions, but never request a password or one-time authentication code.
5. Step four: written response
A final response explains the findings, decision and any corrective action. Complex matters may require additional time; if so, we provide a status update and explain the reason for delay.
6. What to provide
Include your name, verified contact details, dates, transaction references and copies of relevant non-sensitive communications. Do not send passwords, full payment-card details, authentication codes or private keys.
7. Timing and external review
We aim to resolve routine complaints within 30 calendar days and provide the final response within the applicable Canadian deadline. If an eligible complaint involving a participating investment firm remains unresolved, review by OBSI may be available. CIRO may also receive reports within its mandate.
Independent organizations determine their own jurisdiction and filing deadlines. A reference here does not guarantee that a particular matter is eligible.
8. Our commitments and contact
- Communicate in understandable language.
- Protect complaint information from unnecessary access.
- Assess evidence objectively.
- Explain decisions and available next steps.
- Track recurring issues for service improvement.
Contact: [email protected]
Postal address: 150 Elgin Street, Ottawa, ON K2P 1L4, Canada