Contact us

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 directl contacting us. We are committed to responding to you as quickly as possible.

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 (without attachments)
• Email: NBFComplaintWealthManagement@nbc.ca
• By post:
  National Bank Direct Brokerage
  800 Saint-Jacques Street
  Office 16281
  Montreal, Quebec, H3C 1A3
• By phone: 1-800-363-3511 (For service in English or French) 
  1-888-991-0909 (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 sitution (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. 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:

• Canadian Investment Regulatory Organization
  Complaints and Inquiries Service
  40 Temperance Street, Suite 2600 
  Toronto, Ontario M5H 0B4 
  Toll-free: 1-877-442-4322
  Email: info@ciro.ca
  Website: www.ciro.ca
• Ombudsman for Banking Services and Investments
  20 Queen Street West, Suite 2400, P.O. Box 8 
  Toronto, Ontario M5H 3R3 
  Toll-free: 1-888-451-4519 
  TTY Telephone: 1-844-358-3442
  Email: ombudsman@obsi.ca 
  Website: www.obsi.ca
• Autorité des marchés financiers (Quebec residents)
  800 Square-Victoria Street, Suite 2200 
  Montreal, Quebec H3C 0B4
  Place de la Cité, tour PwC
  2640 Laurier boulevard, Suite 400
  Québec, Québec G1V 5C1
  Toll-free: 1-877-525-0337
  Email: plaintes@lautorite.qc.ca
  Website: www.lautorite.qc.ca/en
• National Bank Client Complaint Appeal Office 
complaintappeal@nbc.ca
Complaint and dissatisfaction settlement | National Bank