Complaint Resolution

The information on this page explains the steps to take, should you wish to move forward with a complaint. This webpage will guide you to the correct contact to help ensure your complaint can be resolved as quickly as possible.

Please reach out to our support team during this process if you would like a status update at any time.

Do you have a complaint?

At OneVest, we take your complaints seriously and are committed to helping resolve your complaint about us or the service you’ve received.

Our goal is to prove our unwavering commitment to preserving your confidence and trust in us. Your feedback will also help us to continually improve the quality of products and services we provide to you and other clients. The best way to address your complaint is to raise the issue as soon as it comes up. Even if you don’t notice the issue right away, you can always get in touch with us at any time to voice your complaint. Please use any of the contact options provided below.

Filing a complaint with us

If you have a complaint about our services or a product, it should be submitted in writing:

By email to: 

complaints@onevest.com

By physical mail to:

OneVest

PO Box 20163

Calgary RPO Calgary Place, AB, T2P 4J3

If your complaint includes an allegation of misconduct or wrongdoing on the part of OneVest, it will be escalated to the Compliance department. The Compliance department is required to review any complaint which alleges misconduct or violation of applicable securities laws on the part of OneVest or its employees.

Acknowledgement of Complaints

We will acknowledge your complaint in writing, as soon as possible, typically within 5 business days of receiving your complaint. We may ask you to provide clarification or more information to help us resolve your complaint. We normally provide our decision in writing, within 90 days of receiving a complaint.

Ombudsman for Banking Services and Investments

If your complaint relates to a trading or advising activity of OneVest or its representative, then you may be eligible for the free and independent dispute resolution service provided by the Ombudsman for Banking Services and Investments (OBSI) if:

  • We do not provide our decision within 90 days after you made your complaint, or
  •  You are not satisfied with our decision; and
  •  You have notified the independent dispute resolution or mediation service that you wish to have the complaint considered by the service. 

If we do not provide you with our decision within 90 days, you can take your complaint to OBSI any time after the 90-day period has ended. If you are not satisfied with our decision, you have up to 180 days after we provide you with our decision to take your complaint to OBSI.

Escalations can be submitted through the OBSI website, by email to ombudsman@obsi.ca, or by phone at 1 (888) 451-4519. For more information on OBSI, visit www.obsi.ca.