Complaints Policy

Monex Canada Inc. is committed to treating all clients fairly and to handling complaints promptly, transparently, and professionally. We value feedback from our clients and treat every complaint as an opportunity to improve our service.

If you have a complaint, please contact your relationship manager in the first instance, or contact us directly by email, telephone, or through our website. Please provide your name, contact details, account information (if applicable), and a clear description of the issue, together with any supporting documentation.

We will acknowledge receipt of your complaint promptly, investigate the matter thoroughly and impartially, and keep you informed of our progress. We aim to provide a full written response within a reasonable timeframe, typically no later than 90 days from the date the complaint is received.

If you are not satisfied with our final response, or if we have not resolved your complaint within the expected timeframe, you may be entitled to refer the matter to the Ombudsman for Banking Services and Investments (OBSI) or, for certain matters, the Financial Consumer Agency of Canada (FCAC). Contact details for these bodies are available on their respective websites.