Complaints

A person wishing to lodge a complaint with NBFIRA must follow the procedure outlined below. Please note that NBFIRA will only attend to complaints after all attempts to settle complaints with the regulated entity have been made and the complainant is not satisﬁed with the outcome. Read our Complaint Procedure below

Complaint Procedure

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Procedure to follow before lodging a complaint with NBFIRA. Download PDF here

Submit Complaint to the Regulated Entity

First, ask the regulated entity for their complaint procedure. Then, submit your complaint in writing, explaining the issue and requesting a resolution. Make sure to ask for a written response within the timeline they provide.

Escalate to the Principal Officer of the Entity

If the issue remains unresolved, request a meeting with the Principal Officer. After the meeting, ask for a written response within the entity’s stated timeline.

Escalate to NBFIRA

If the entity does not acknowledge your complaint within 10 working days or you remain unsatisfied after following their procedure, you may escalate the complaint to NBFIRA. Visit their website to submit your complaint or call for assistance. You must include a detailed statement, personal information, history with the entity, and proof of your previous complaint submission.

NBFIRA's Response and Appeal Process

Once you lodge a complaint with NBFIRA, you will receive an acknowledgment with an expected resolution timeframe. NBFIRA will keep you updated throughout the process. If dissatisfied with the outcome, you can appeal to the CEO of NBFIRA. If still unsatisfied, you may escalate the matter to the Non-Bank Financial Institutions Tribunal (NBFIT).