Customer service

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Consent to email communications

For your protection, we ask that you never include confidential information (account number, username, password, etc.) when sending us emails. Please use the secure messaging application of our transactional site to contact us in writing. National Bank Direct Brokerage does not provide any information about an account or accept any transaction instructions by email.

Please provide the following information to 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 likely to help us shed light on the situation
  

Within five business days of your complaint being filed, we will send you an acknowledgement of receipt by mail indicating the name and contact information of the person in charge of reviewing it. Please contact this person directly if you have any questions regarding its status.

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 findings and setting out your options if you are not satisfied with the results.