Complaint Settlement

We’re here to support you.

Your satisfaction is important. If your experience did not meet your expectations, we would appreciate your feedback.

We have implemented a simple process to handle your feedback, concerns, or complaints. This process is based on listening to and understanding your concerns.

Contact us

Many situations can be clarified by directly contacting us. We are committed to responding to you as quickly as possible.

How to file a complaint

If we’re unable to provide you with a satisfactory response, you can file a complaint by contacting the department responsible for handling complaints at the following coordinates:

  • Through the secure messaging center of NBDB's transactional platform
  • Email: directbrokerage@nbc.ca
  • By post:
    National Bank Direct Brokerage
    800 Saint-Jacques Street
    Office 16281
    Montreal, Quebec, H3C 1A3
  • By phone: 800-363-3511 (For service in English or French) 
    888-991-0909 (For service in Mandarin or Cantonese)

To help us better understand your situation, please include the following information with your complaint:

  • Your name and contact information;
  • Your account number;
  • A brief description of the situation (with important dates);
  • The resolution you are seeking; and
  • Any documents or information that may help us better understand your complaint.

Next steps:

  • Within 5 days of receiving your complaint, an acknowledgment will be sent to you, providing the name and contact information of the person responsible for handling your complaint.
  • This person will contact you to discuss your complaint.
  • Within a maximum of 60 days following the receipt of your complaint, a final response will be sent to you, explaining the results of the analysis conducted and our conclusion. If additional time is required to process your complaint, you will be informed in writing.
  • If a settlement offer is proposed, you will be given time to evaluate the offer and provide your response.

Other options

If you are not satisfied with the handling of your complaint or the final response provided, other options are available: 

Little details that matter

® NATIONAL BANK FINANCIAL is a registered trademark of National Bank of Canada.