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Our office
National Bank Direct Brokerage
800 Saint-Jacques Street
Business Centre, 3rd
floor
Office 6281
Montreal, Quebec, H3C 1A3
Office business hours
Monday to Friday, from 9:00 a.m. to 4:30 p.m. (ET).
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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
You can submit your complaint in one of the following ways:
- By mail:
National Bank Direct Brokerage
800 Saint-Jacques Street
Business Centre, 3rd floor
Office 16281
Montreal, Quebec, H3C 1A3
- Through the secure messaging center of NBDB's transactional platform (without attachments)
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 your request. Please contact this person directly if you have any questions regarding your complaint’s 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.
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.