Complaints Policy

    If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing, by post or email at complaints@ebury.com. Please address all correspondence to the Compliance Manager.

    Our Complaints department will be best placed to receive your complaint and work with you to resolve it.

    Ebury Partners Canada Limited has established an internal complaints procedure to ensure your complaint is dealt efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you provide us with the following information:

      • Your name, address and client reference number;
      • A clear description of your concern or complaint;
      • Details of what you would like us to do to put it right;
      • Copies of any relevant documents, such as letters; and,
      • A daytime telephone number where we can contact you.

    We will try to solve your complaint immediately, and with minimum inconvenience to you. The first step is for us to understand what the problem is, and to identify, with you, what we can do to make it right. The more information you can provide us, the better.

    Sometimes we will not be able to solve the problem for you immediately. If we are unable to solve your complaint by the following day, and if we have not already contacted you with our proposal, we will:

      • Send an acknowledgment of your complaint in writing within 5 working days.
      • Confirm who will handle your complaint, and how you can contact them.

    If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.

    In any event, we will endeavour to solve your complaint and provide you with a final response within 8 weeks.

    In our final response we will include:

      • A summary of the complaint.
      • A summary of the outcome of our investigation.
      • Whether we acknowledge there has been any fault on our part and whether the complaint will be upheld.
      • Details of any offer to settle the complaint and how long this offer will remain open.

    If we are unable to provide you with a final response within 8 weeks we will provide you, in writing, with:

      • An explanation as to why we are unable to provide you with a final response, and
      • An indication as to when you will get one.

    If our response did not meet your expectations, you can file a complaint to your local financial regulator. Please find below the contact information for the regulators:

    Financial Consumer Agency of Canada
    Phone: (866) 461-3222 (English) | (866) 461-2232 (French) | (613) 960-4666 (outside of Canada)
    Website: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

    Autorité des Marchés Financiers
    Phone: Québec City: 418-525-0337 | Montréal: 514-395-0337 | Toll-free: 1-877-525-0337
    Website: https://lautorite.qc.ca/en/general-public/assistance-and-complaints/file-a-complaint-with-a-representative-or-firm/

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