Complaint process

A complaint is your expression of dissatisfaction, either verbally or in writing, and it should be submitted directly by you or your authorized representative. We are committed to the highest level of customer satisfaction. If you have any concerns please contact us right away.

Service-related matters

In order to resolve your concerns, we will need all relevant details, such as your account number, dates of transactions, details of your concerns and how OANDA can resolve your complaint. Please be advised that email is not a secure method of communication – do not include sensitive personal or financial information in an email.

If you have a disability and require further assistance, please let us know how we can help.

For all service-related issues, please notify the Client Experience Team as soon as possible, by:

Security-related matters

All security-related complaints are directed to our Designated Complaint Officer, which is also the Chief Compliance Officer. The Designated Complaint Officer is responsible for overseeing your complaint.

This includes complaints alleging misconduct with respect to the handling of your account(s) or dealings with us.

Alleged misconduct includes, but is not limited to, allegations of breach of confidentiality, theft, fraud, inappropriate account(s), misappropriation or misuse of funds or securities, forgery, misrepresentation, unauthorized trading relating to your account(s), other inappropriate financial dealings with clients and engaging in security-related activities.

Please forward all security-related complaints to our Designated Complaints Officer via:

Resolving your complaints

We’ll investigate complaints from you (or your authorized representative). The subject person of a complaint won’t be allowed to investigate the complaint under any circumstances.

We’ll send an acknowledgement email to you within five business days of your complaint. The email will outline that the Designated Complaint Officer is responsible for handling your complaint, it will explain OANDA’s complaint handling process, and you will also receive the Canadian Investment Regulatory Organization (“CIRO”) brochure entitled “How to Make a Complaint“.

We may also request additional information from you.

Review

We’ll review your complaint, taking into account the subject matter, evidence you have provided, evidence on our records and relevant guidance from our regulator, the Canadian Investment Regulatory Organization (CIRO).

Response

We aim to respond to complaints as soon as possible with minimal delay, but the process may take up to 90 days depending on the subject matter. You can contact the person investigating your complaint to get a status update.

Results

We’ll send a written summary of your complaint, our explanation and the results of our investigation within 90 days. We’ll disclose our final decision and options available to you. If we can’t meet this deadline, we’ll inform you in advance with an explanation and estimated timeline of when we’ll conclude our investigation.

Still unsatisfied?

If you are not satisfied with our response, take a look at the below options:

I. CIRO’s arbitration program;

II. a secondary assessment of your complaint by the Ombudsman for Banking Services and Investments (OBSI), if a request is made within 180 days from the date of OANDA’s final response:

III. you can submit a regulatory complaint to CIRO for an assessment of whether disciplinary action is warranted; and/or

IV. you can also pursue litigation/civil action.

If you are a Quebec resident, you may also consider the free mediation service offered by the Autorité Des Marchés Financiers. For further information, please visit: lautorite.qc.ca.

CIRO’s Complaint handling process is also accessible at https://www.ciro.ca/office-investor/how-make-complaint. This outlines the complaint handling process and the options that are available to you, if you are not satisfied with the resolution of your complaint(s).