Customer service

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Consent to email communications

For your protection, we ask you to never include confidential information (account number, username, password, etc.) in emails that you send to us. You can use the Message Centre on our secure site to communicate confidential information. National Bank Direct Brokerage will not provide information about an account or accept transaction instructions via email.

Please provide the following information. It will help us assess your complaint.

• Your name
• Your contact information and account number
• The circumstances and reasons for your complaint, including the date on which the events took place
• Any documents related to the complaint—including any discussions—that can shed light on the situation
  

Once your complaint has been filed, we'll send you an acknowledgement of receipt by mail within five business days specifying the name and contact information of the person who will be reviewing it. Please contact that person directly if you have any questions on the progress of your file.

Rest assured that your complaint will be dealt with quickly and fairly. No more than 90 days after we begin our review, we will send you a letter detailing our results and conclusions and setting out your options if you are not satisfied with these findings.