Complaint settlement

As an execution-only, non-advisory brokerage, National Bank Independent Network (NBIN) offers a wide range of investment services, alongside our core custody services. It's essential for us that you have confidence in reaching out to us with any questions or comments regarding these services. Please note that if your account is managed on a discretionary basis by a registered portfolio manager, the responsibility for the suitability of investments lies solely with them, not with NBIN. Should you have any concerns about the suitability of investments or the financial performance of your account, we encourage you to contact your portfolio manager directly.

Your feedback on our business relationship is always welcome. If an experience falls short of expectations, we view it as an opportunity to improve. We value your trust and are pleased to count you among our clients. Your satisfaction remains one of our top priorities.

Please do not hesitate to contact us by mail or email with any comments or concerns.

How to file a complaint

If your concerns remain unsolved, we invite you to speak to NBIN Compliance or to submit your complaint in writing at the following address:

 

National Bank Independent Network
Compliance Department
130 King Street West
Suite 3000, PO Box 21
Toronto (Ontario) M5X 1J9
NBFComplaintWealthManagement@nbc.ca

 

To allow us to analyze your complaint, please include the following details when you contact us:

  • Your name and contact information;
  • Your account number;
  • The circumstances and details of your complaint, notably, the date on which the event took place;
  • The resolution you are looking for;
  • Any relevant documents, including details of meetings and/or discussions that might clarify the situation;

Next steps

  • We will acknowledge receipt of your complaint in writing within 5 business days, giving you the name and contact information of the person analyzing your complaint.
  • This person will shortly contact you to discuss your complaint. Should you have any questions concerning the progress of your file, we invite you to contact this person directly.
  • We will contact you in writing at the latest 60 days after receiving your complaint detailing the results and conclusions of our inquiry. Your complaint may take longer to process or be more complex than anticipated.  We will notify you in writing of the new delay and the circumstances warranting the extension.
  • If we present you with an offer, we will give you time to assess and respond to it.

Other options

If you are dissatisfied with the processing of your complaint or with our review, you may escalate to either of the following options: