COMPLAINT HANDLING
OTT is a member of the Investment Industry Regulatory Organization of Canada (“IIROC”). A brochure entitled " An Investor’s Guide to Making a Complaint” will be provided to you upon account opening. This brochure outlines your options should you have a complaint which cannot be resolved by our Compliance Department.
The Company has procedures in place to handle written or verbal complaints received from clients in a fair and prompt manner. This is a summary of those procedures:
What Constitutes a Complaint?
A complaint is a recorded or verbal expression of dissatisfaction with OTT or one of its employees alleging misconduct.
Client Access to the Complaint Process
At the time of account opening, clients are provided with:
How to File a Complaint with OTT
Clients wishing to complain to OTT may contact us by e-mail at complaints@ottfx.com or by mail to Designated Complaints Officer, Compliance Department, OTT Financial Canada Inc., 5140 Yonge St., Level 5, North York ON M2N 6L7
Tel: 416-640-2155 x 6100
Complaint Acknowledgment Letter
A letter acknowledging receipt of the complaint is sent within five (5) business days, along with a copy of OTT’s Complaint Handling Procedures.
Complaint Investigation Process
The OTT Compliance Department will gather the facts, information and documentation and objectively consider the complaint.
Substantive Response Letter
When the investigation is completed, but no later than ninety (90) calendar days after the complaint is received, OTT will send a substantive response letter outlining the complaint, OTT’s decision and the reasons for the decision.
Alternative Resolution
Clients who are not satisfied with the outcome are provided with the IIROC complaint handling process brochure ( An Investor’s Guide to Making a Complaint) and reminded of other options including arbitration; the Ombudsman for Banking Services and Investments (OBSI); filing a complaint to IIROC; or legal action.
OTT Financial Canada Inc. (“OTT” or “OTTFX”) is a Canadian discount broker specializing in order-execution only services in over-the-counter derivatives; including currencies, commodities, and indices (also known as “Contracts-for-Difference” or “CFDs”). OTT is registered with securities regulators in Ontario and British Columbia. We are a member of the Investment Industry Regulatory Organization of Canada (IIROC) and the Canadian Investor Protection Fund (CIPF). OTT and does not provide investment advice or recommendations regarding the purchase or sale of any CFD. OTT is compensated through the bid-ask spread; commission and rollover costs may also apply subject to account pricing, product traded and holding period.