Complaints

A complaint is information, and we treat it that way. This page sets out how to raise one, what happens next, how long each stage takes, and where to go if our answer does not satisfy you.

What this page is for

Nuvaultance handles every complaint through a written, trackable process. We are committed to acknowledging complaints quickly, investigating them fairly, keeping you informed of progress, and answering in plain language. A complaint never affects the service you receive, and raising one is always free.

The process, step by step

1

Submit

Write to [email protected] with the word Complaint in the subject line, or hand your complaint to your account manager, who must register it the same business day. Submission by email is preferred because it creates a timestamped record for both sides.

2

Acknowledge and register

Within two business days you receive an acknowledgment with a reference number and the name of the person handling your case. From that point, all substantive answers arrive in writing.

3

Investigate

The handler gathers the account records, audit logs, and communications relevant to the complaint and reviews them against the Terms, the policies involved, and what was communicated to you. Where the facts are complex, we tell you the investigation needs more time and when to expect the next update.

4

Respond

You receive a substantive written response, normally within 15 business days and in any case within 90 calendar days of registration. The response states the findings, the decision, the reasons, and any remedy offered, such as a correction, a fee reversal, or compensation where the facts support it.

5

Escalate internally

If you disagree with the outcome, you may ask for a review by senior management within 30 calendar days. The review is conducted by someone not involved in the first decision and is answered in writing within 15 business days.

Information to provide, and what to keep to yourself

Do provide

Your name and the email address on the account, the reference number if you have one, dates and amounts involved, the names of staff you dealt with, and copies of relevant messages. A clear timeline of what happened and what you expected helps us resolve the case faster.

Never provide

Your password, 2FA codes, or full payment card numbers, with anyone, including staff handling your complaint. No legitimate process needs them. If anyone asks for these while discussing a complaint, report that person immediately.

Timelines

Acknowledgment within two business days, a substantive response normally within 15 business days, and a final response in every case within 90 calendar days of registration. Internal escalation reviews are answered within 15 business days. These are commitments we measure ourselves against, not aspirations.

Escalation and external dispute resolution

If the internal process ends with an answer that does not resolve the matter, clients in Canada may take the complaint further. Our services are provided with execution and custody partners that are members of the Canadian Investment Regulatory Organization (CIRO), and complaints about trading or account handling can be directed to CIRO's investor complaint process. Where our answer is final and the dispute remains unresolved, clients may also contact the Ombudsman for Banking Services and Investments (OBSI), an independent external complaint body, within the time limits OBSI sets. We provide the applicable contact details on request in writing, and using either route does not affect rights you have under law.

Our commitments

  • Transparency: you always know who is handling your case and what happens next.
  • Confidentiality: complaint records are seen only by the people resolving them.
  • Objectivity: reviews are conducted by people independent of the original decision.
  • Communication: if a deadline is at risk of slipping, we tell you before it slips, not after.
  • Learning: recurring complaint themes are reported to management and change the product.
  • No retaliation: complaining never reduces the service level on your account.

Contact

Submit complaints to [email protected] or by post to Nuvaultance Digital Assets Ltd., 45 O'Connor Street, Suite 300, Ottawa, ON K1P 1A4, Canada. Mark written submissions for the attention of Client Support and Compliance.