Customer Service
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Complaint settlement

National Bank Direct Brokerage is a discount broker through which investors can place transactions by phone with the help of a representative or online via our trading platform or optimized mobile platform.

We welcome your positive feedback about your experience with us, but we also want to hear about your unfavourable experiences so we can improve our offering and the quality of our service. Our clients and the relationships we build together are very important to us, and your satisfaction remains a top priority.

Please feel free to contact us via regular mail, email, telephone or fax with your questions or comments. If you are dissatisfied with our services or products, we invite you to direct your complaint to the following address:

National Bank Direct Brokerage
1100 Robert-Bourassa Blvd., 7th Floor
Montreal, Quebec H3B 2G7
Toll free phone: 1-800-363-3511
Fax: 514 394-8688

For the review of your complaint, please provide the following details when you contact us:

  • Your name, coordinates and account number, as well as the particular circumstances and details of your complaint, namely the date on which the event took place.
  • All relevant documentation, including the details of the discussions you have had, to help clarify the situation.

We will acknowledge the receipt of your complaint in writing within five business days, and give you the name and contact information of the person analyzing your complaint. Should you have any questions concerning your file, we invite you to contact this person directly.

Rest assured that we do our utmost to settle the complaint fairly and promptly. We will contact you in writing at the latest 90 days after our investigation begins to give you the details of the results and conclusions of our inquiry, as well as the options available to you if the situation has not been resolved to your satisfaction.

For more information, we invite you to consult the IIROC’s An Investor’s Guide to Making a Complaint document

Questions and comments