Frequently Asked Questions

Our Submit a Complaint section will help you get started.

Before we can look at your complaint, you must first try to resolve your complaint with your firm. Most complaints can be resolved by either the person you dealt with or by using the complaints process in the firm.

If you're not satisfied with how the firm proposes to resolve the complaint, you have the right to come to us.

We won't take on a complaint if:

• You have started a court action or arbitration process and you do not agree to suspend it until our review is complete.
• The firm responded to your complaint, and you did not bring it to us on a timely basis.
• You've already settled the complaint by accepting an offer from the firm.
• It's about a general commercial decision of the firm, such as an interest rate or a credit decision.
• These are general guidelines, and our Terms of Reference will give you more detailed information. If you are still unsure, please contact us.

We try to be as thorough as possible, so during the investigation process, we may arrange a call with you and ask questions to clarify the issues and better understand your complaint. We may also request that you provide additional documents. By participating in the call and providing us documents in a timely manner, you will help us to complete our investigation as soon as possible.