Complaints | FCIC

If you have experienced poor service or have a dispute with a regulated firm or individual, FCIC provides a channel for you to submit a complaint. This page explains how to make a complaint and what you can expect.

Note: Complaints about service quality or disputes are distinct from reports of suspected misconduct. If you suspect illegal activity, please use the Report Misconduct page.

How to Submit a Complaint

Contact the firm first: In many cases, complaints can be resolved more quickly by contacting the firm directly. Most regulated firms have a formal complaints procedure and are required to respond within set timeframes.
Escalate to FCIC: If you are not satisfied with the firm's response, or if the firm does not resolve your complaint within the expected timeframe, you can submit your complaint to FCIC.
Provide supporting information: Include relevant details such as your account information, dates of correspondence, copies of communications, and any responses you have received from the firm.

What to Include in Your Complaint

Your full name and contact details
The name of the firm or individual you are complaining about
Your account or reference number with the firm
A clear description of the issue and when it occurred
What outcome you are seeking
Any correspondence with the firm about the complaint
The firm's final response (if available)

What to Expect

Acknowledgement

FCIC will acknowledge receipt of your complaint and provide a reference number. This typically occurs within 5 business days.

Assessment

Your complaint will be assessed to determine whether it falls within FCIC's jurisdiction and regulatory mandate. Not all matters can be investigated.

Possible Outcomes

Depending on the findings, outcomes may include recommendations to the firm, referral to enforcement, or guidance on alternative dispute resolution options available to you.

Timeline

Resolution times vary based on complexity. Simple matters may be resolved within weeks, while complex cases may take several months. FCIC will keep you informed of significant developments.

Important Limitations

FCIC cannot act as a court or tribunal and cannot order firms to pay compensation.
FCIC cannot resolve individual commercial disputes or enforce contractual terms.
Complaints are handled on a case-by-case basis and outcomes depend on regulatory considerations.
FCIC may not be able to provide individual updates on every complaint due to volume and confidentiality requirements.

Alternative Options

Depending on your situation, you may also wish to consider:

Firm's internal complaints process: Most firms are required to have one and must provide a final response within set timeframes.
Alternative Dispute Resolution (ADR): Independent mediation or arbitration services that may help resolve your dispute.
Civil proceedings: For monetary claims, you may wish to seek independent legal advice about court action.

How to Submit a Complaint

Contact the firm first: In many cases, complaints can be resolved more quickly by contacting the firm directly. Most regulated firms have a formal complaints procedure and are required to respond within set timeframes.

Escalate to FCIC: If you are not satisfied with the firm's response, or if the firm does not resolve your complaint within the expected timeframe, you can submit your complaint to FCIC.

Provide supporting information: Include relevant details such as your account information, dates of correspondence, copies of communications, and any responses you have received from the firm.

What to Include in Your Complaint

Your full name and contact details

The name of the firm or individual you are complaining about

Your account or reference number with the firm

A clear description of the issue and when it occurred

What outcome you are seeking

Any correspondence with the firm about the complaint

The firm's final response (if available)