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:
• a written summary of the OTT Complaint Handling Procedures; and
• a copy of an approved complaint handling process brochure An Investor’s Guide to Making a Complaint

How to File a Complaint with OTT

Complaints are required in writing and must be report to Chief Complaints Officers. Clients wishing to complain to OTT may contact us by e-mail at complaints-trader@ott.ca or by mail to: 

Chief Complaints Officer

Compliance Department, OTT Financial Canada Inc.,

 5140 Yonge St., Level 5,
North York ON M2N 6L7

 

 Tel: 1-800-806-0667 Extension 6105

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.