The first step for an investor who has a complaint with his/her advisor or firm is to complain directly to the firm’s management or compliance department.  A prompt letter of complaint is often the fastest and easiest way to resolve disagreements and settle disputes.

When making a complaint to an IIROC-regulated firm, be clear about what went wrong and when.  Let them know the outcome you’re expecting (for example, an apology or getting your account corrected).

IIROC has complaint-handling rules that firms must follow

Under IIROC rules, your firm must tell you how to make a complaint to them, and provide you with the contact information you need.

IIROC rules also require your firm to give you "An Investors' Guide to Making a Complaint". This brochure explains how to make a complaint to an IIROC-regulated firm and to IIROC.

You will receive this brochure when you first open an account, and subsequently, if you make a complaint with your firm about possible rule infractions regarding your account.

For these complaints, IIROC rules require firms to:

• Respond in writing within 5 business days. At this time, the firm will provide you with a copy of the brochure.
• Provide their decision to you within 90 calendar days, along with:
• A summary of your complaint;
• The results of their investigation;
• An explanation of their final decision, along with information about other options for seeking compensation, in case you are not satisfied with the firm’s response. At this point, your firm will also send you another copy of "An Investors' Guide to Making a Complaint".
• If your firm cannot provide a response within 90 days, they must inform you, explain the reason for the delay and the new expected response time.