Our approach
Xchange House takes concerns and complaints seriously. We believe that a properly handled complaint is an opportunity to improve — and a routine part of operating a professional services firm.
This page describes how to raise a complaint about the firm, our services, or our conduct, and the escalation paths available if you are not satisfied with our initial response.
How to raise a complaint
Complaints should be submitted in writing to:
Complaints — Xchange House
complaints@xchangehouse.ca
Please include:
- Your name and preferred contact method;
- A description of the issue, including relevant dates;
- Any reference numbers or documentation you have;
- The outcome you are seeking.
What happens next
- Acknowledgement — we will acknowledge receipt of your complaint within five business days.
- Review — a senior member of the firm will review the complaint and the surrounding records. We may contact you for further information.
- Response — we will provide a substantive written response within thirty days of receipt, or, where the matter requires longer investigation, a status update with a revised timeline.
- Record — the complaint and its resolution are recorded in our internal complaints register and, where appropriate, reviewed with our Compliance Officer.
If you are not satisfied
If you are not satisfied with our response, you may escalate in the following ways:
- Regulatory matters — concerns about our compliance with the PCMLTFA or its regulations may be raised with FINTRAC.
- Privacy matters — concerns about the handling of personal information may be raised with our Privacy Officer in the first instance, and thereafter with the Office of the Privacy Commissioner of Canada (or the applicable provincial authority).
- Consumer protection — depending on the nature of the concern, provincial consumer-protection authorities may also have jurisdiction.
- Legal matters — you may of course seek independent legal advice at any time.
Confidentiality and good faith
Complaints are handled with appropriate confidentiality. Persons raising complaints in good faith will not be subject to adverse treatment as a result of doing so.