Complaints policy

Complaints Procedure

At Vibanx (Canada) Limited (“Vibanx”, “the Firm”, “the Company”, “we”, or “us”), we are committed to providing excellent customer service and treating customers fairly. If you are dissatisfied with any aspect of our service, you can communicate the nature and details of your complaint directly to us through the following channels:   

• In writing: Address your letter to the Compliance Officer, Vibanx (Canada) Limited, 100 University Ave, 5^th Floor, Toronto, ON M5J 1V6, Canada 
• By email: Send your complaint to complaints@vibanx.ca
• By Phone: +1 647 372 1863 

Complaint Resolution  

Upon receipt of your complaint, and irrespective of the complexity of the complaint we aim to provide the following during the complaint resolution process:  

• Contact Details In our initial response we will provide you with an acknowledgement of your complaint that outline who your point of contact is in relation of the complaint  

• Full Response After completing our investigation of the matters raised in your complaint you will be provided with a written response outlining our analysis of what has been reviewed and the subsequent conclusions reached; in this response we will confirm our position on the matters raised in your complaint 

Response Times  

You should receive an acknowledgement of your complaint within 2 business days. We aim to provide a full response within 15 business days form the date of receipt of your complaint. If we are unable to respond to your complaint within 15 business days, we will contact you in writing to explain why we are not in a position to issue a final response and provide an estimate of when we expect to be able to provide one. 

Record  

A record of each complaint received and the measures taken for its resolution will be retained for a minimum of 3 years from the date the complaint was received.