Complaints
Management Policy
Canada

Introduction

ISX FInancial Canada Ltd is a money services business registered with the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act(registration no. M22879809).

We want to resolve any concern about our products, services, fees, staff, or how we handled an earlier complaint, quickly and fairly.

You can submit a complaint by email at complaints@isxfinancial.com, or through our online form at this ⁠location, or by mail to Complaints Officer, at 98-2416 MAIN ST, VANCOUVER, V5T3E2. Please include your name, contact details, transaction reference number, a description of the issue, and any supporting documents.

We will acknowledge your complaint within [7] business days and aim to give you a written final response within [30] calendar days.

If we need more time, we will tell you why and when to expect an answer. Filing a complaint is free and will not affect your access to our services.

Complaints about how we handle your personal information can be made to the Office of the Privacy Commissioner of Canada (www.priv.gc.ca, 1-800-282-1376) under the Personal Information Protection and Electronic Documents Act (PIPEDA).

You can also contact your provincial consumer protection office.

Please note that FINTRAC and the Bank of Canada supervise our compliance with federal law, but they do not resolve individual customer complaints.