If you have a complaint about our services or a product, we want to hear from you. You can file a complaint by whichever means is convenient for you. Residents of Quebec have additional options available, which are outlined below.
How to Reach Us
Contact our compliance team directly:
Phone: +1 (416) 643-3880
Email: info@poweronecapital.com
Mail: PowerOne Capital Markets Limited, 10 Prince Arthur Ave, Toronto, ON M5R 1A9
When you contact us, please tell us:
- What went wrong
- When it happened
- What you expect — for example, a refund, an apology, or an account correction
If you are a resident of Quebec, you may also complete the complaint form available on the Autorité des marchés financiers (AMF) website. You may want to consider using a method other than email for sensitive information.
Our Complaint Process
We Will Acknowledge Your Complaint
We will acknowledge your complaint in writing as soon as possible — typically within 5 business days of receiving it (or within 10 days for residents of Quebec).
We will make sure we understand your complaint and what you expect from us. We may ask you to provide clarification or additional information to help us resolve it.
To help us resolve your complaint sooner:
- Make your complaint as soon as possible
- Reply promptly if we ask you for more information
- Keep copies of all relevant documents, such as letters, emails, and notes of conversations with us
We Will Provide Our Decision
We normally provide our decision in writing within 90 days of receiving a complaint (or 60 days for residents of Quebec). Our decision will include:
- A summary of the complaint
- The results of our investigation
- Our decision to make an offer to resolve the complaint or deny it, along with an explanation
If Our Decision Is Delayed
If we cannot provide you with our decision within 90 days (or 60 days for residents of Quebec), we will:
- Inform you of the delay
- Explain why our decision is delayed
- Give you a new date for our decision (for residents of Quebec, the additional time may not exceed 30 days)
Assessment of the Offer and Resolution of the Complaint
If we present an offer, we will give you enough time to assess it and seek any advice you need to make an informed decision. You can accept or refuse the offer, or present a counter-offer.
Once we reach an agreement to resolve your complaint, residents of Quebec should note that we will implement the terms of the offer within 30 days, unless we mutually agree to a different timeframe in your interest.
Quebec: Simplified Process for Certain Complaints
If you are a resident of Quebec, we may follow a simplified process for certain complaints — specifically, those we expect to resolve to your satisfaction within 20 days. These complaints may be handled verbally (e.g., by phone) by a member of our client service team.
We consider a complaint resolved to your satisfaction when:
- You accept our proposed solution, or
- The explanation we provide is sufficient to resolve your complaint
When a Complaint Isn’t Resolved Under the Simplified Process
If we cannot resolve your complaint to your satisfaction under this process, we will notify you in writing. Your complaint will then continue under the standard complaint process described above. The time spent under the simplified process does not affect our obligation to provide a written final response within the required timeframe.
Complaint Record
For each complaint, we create a record containing all information and documents related to the processing of your complaint.
If you are a resident of Quebec and are not satisfied with our response or how your complaint was handled, you may contact us at any time to request that your complaint record be examined by the AMF. We will send your complaint record to the AMF no later than 15 days following receipt of your request.
If You Are Not Satisfied With Our Decision
You may be eligible for a free, independent dispute resolution service:
- Residents of Quebec: The Autorité des marchés financiers (AMF)
- Residents of other Canadian provinces: The Ombudsman for Banking Services and Investments (OBSI)
A Word About Legal Advice
You always have the right to consult a lawyer or seek other ways of resolving your dispute at any time. A lawyer can advise you of your options. Please be aware that there are time limits for taking legal action — delays could limit your options and legal rights.
Taking Your Complaint to the AMF (Quebec Residents)
If you are a resident of Quebec, you can request that your complaint record be examined by the AMF. The AMF will review the record and may, with the consent of both parties, act as conciliator or mediator — or designate someone to do so.
Under applicable Quebec securities laws, conciliation or mediation may not continue for more than 60 days after the date of the first session unless both parties consent.
The AMF complaint form is available at: https://lautorite.qc.ca/grand-public
AMF Contact Information: Autorité des marchés financiers Place de la Cité, tour Cominar 2640, boulevard Laurier, bureau 400 Québec (Québec) G1V 5C1 Telephone: 1 877 525-0337 Website: https://lautorite.qc.ca/grand-public
Taking Your Complaint to OBSI (Outside Quebec)
You may be eligible for OBSI’s free and independent dispute resolution service if:
- We do not provide our decision within 90 days after you made your complaint, or
- You are not satisfied with our decision
OBSI can recommend compensation of up to $350,000. This does not restrict your ability to use a different dispute resolution service at your own expense, or to bring a court action. Keep in mind there are time limits for taking legal action.
Who Can Use OBSI
You have the right to use OBSI’s service if:
- Your complaint relates to trading activity of our firm or one of our representatives
- You brought your complaint to us within 6 years from the time you first knew (or ought to have known) about the event that caused the complaint
- You file your complaint with OBSI within the applicable time limits below
Time Limits
- If we do not provide our decision within 90 days, you may take your complaint to OBSI any time after that 90-day period ends
- If you are not satisfied with our decision, you have up to 180 days after we provide it to take your complaint to OBSI
How to Contact OBSI
Email: ombudsman@obsi.ca Telephone: 1-888-451-4519 or 416-287-2877 (Toronto) Website: www.obsi.ca
How OBSI Works
OBSI works confidentially and informally — it is not like going to court, and you do not need a lawyer. During its investigation, OBSI may interview you and representatives of our firm. We are required to cooperate with OBSI’s investigations.
Once OBSI completes its investigation, it will provide recommendations to you and to us. OBSI’s recommendations are not currently binding on either party. If your claim exceeds $350,000, you will need to agree to that limit on any compensation sought through OBSI — or consider another option, such as legal action.
Information OBSI Needs to Help You
OBSI can help you best if you promptly provide:
- Your name and contact information
- Our firm’s name and contact information
- The names and contact information of any of our representatives involved in your complaint
- Details of your complaint
- All relevant documents, including correspondence and notes of discussions with us
