Complaints procedure

If something goes wrong, we want to hear about it, in writing, with enough detail to fix it. This page explains exactly how a complaint travels through Bright Portmantage, what we owe you at each stage, and where you can turn if you disagree with our final answer. The same procedure handles service problems, fee disputes and conduct concerns.

1

Our commitment

Every complaint receives an acknowledgement, a named handler, a substantive reply and, where we got something wrong, an apology and a correction. Complaints are used to fix causes, not just cases: recurring themes are reported to management with the changes they triggered. Raising a complaint never affects your access to the platform, your balances or your withdrawal rights.

2

The process, step by step

Step 1, Submit. Send your complaint to [email protected] with the subject "Complaint", or by post to Toronto, Ontario, Canada. Step 2, Acknowledgement. We confirm receipt within two business days and name the person handling your case. Step 3, Investigation. The handler gathers the records: account logs, transaction history, call notes, order timestamps. Step 4, Substantive response. You receive findings, the reasoning and any remedy offered. Step 5, Final position. If the response does not resolve the matter, you may ask for a management review, which produces the final internal position in writing.

3

What to include, and what not to send

Include: your registered full name, the account email, dates and amounts, the names of any staff you dealt with, and what outcome you consider fair. Screenshots of the relevant screens or messages help. Do not include: passwords, one-time codes or full payment card numbers, ever, in any message. We will never ask for them, and a request for them is itself a warning sign.

4

Timelines

Acknowledgement goes out within two business days. A substantive response follows within fifteen business days of a complete file; complex cases that need exchange records or third-party information can take up to thirty business days, and when that applies you are told before the shorter deadline passes, not after. The management review concludes within ten business days of being requested. These timelines sit alongside, and do not replace, the escalation rights Canadian clients hold.

5

Escalation and external dispute resolution

If the internal process ends without a resolution you accept, Canadian clients may refer the matter to the Ombudsman for Banking Services and Investments (OBSI), the independent dispute-resolution service for our sector, generally within the window stated in our final response letter. You may also raise concerns about a member firm's conduct with the Canadian Investment Regulatory Organization (CIRO). Our final response includes the route applicable to your case and the time limit that applies to it; this page intentionally does not link to those organizations so you always act on the current details in your letter.

6

Our commitments to you

Transparency: the handling of your case is explained to you, including what we checked and what we can and cannot share. Confidentiality: complaint records are seen only by the people resolving them. Objectivity: the handler of a complaint about a staff member is not that staff member's supervisor. Communication: you hear from us at every stage, even when the update is "still waiting on the exchange". Fairness: remedies match the harm, whether a fee refund, a correction or a process change.

7

What is not a complaint

Questions about how a feature works, requests to change account details, or an alert you did not expect all deserve answers, but they are service requests and travel the normal support queue. The complaint procedure is for disputes: money, conduct, decisions. If you are unsure which yours is, send it either way; we route it correctly and tell you where it went.

8

Contact for complaints

Email: [email protected], subject "Complaint". Post: Toronto, Ontario, Canada. The complaints mailbox is monitored Monday to Friday, 9:00–17:30 ET (excluding public holidays), and postal complaints are date-stamped on arrival. If your complaint involves suspected fraud on your account, also follow the immediate steps on the fraud warning page; security cases are locked down first and investigated second.