Complaints Policy
OFX is committed to providing its customers with the highest standard of service. If you have a concern or complaint, we encourage you to contact us so that it can be resolved
When you make a complaint to us, we will:
- Acknowledge your complaint and make sure we understand the issues.
- Do everything we can to fix the problem.
- Keep you informed of progress.
- Keep a record of your complaint.
- Give you a name, reference number and contact details so that you can follow up if necessary.
- if non-card related Provide a final response to you within 90 days of the complaint being submitted.
- If card related, provide a final response to you within 60 days of the complaint being submitted.
- Explain our assessment, along with any remedial action or redress and take measures to improve any systems or processes where necessary.
If you are dissatisfied with our service, please let us know by contacting your usual OFX dealer or emailing us at customer.service@ofx.com
Once we have received your complaint, we will acknowledge it via email as soon as practicable; if VISA card related the acknowledgement will be provided within 5 business days of receipt.
We will investigate a non-card complaint and provide a final response within 90 working days of receipt, and will investigate a card-related complaint and provide a final response within 60 days of receipt. If we are unable to provide you with a final response within the noted timeframe, you will be provided with an update and applicable resolution timeframe.
If your complaint is non-card related and 90 days has passed, or your complaint is card-related and 60 days has passed without receiving a satisfactory final outcome or complaint update, you are eligible to refer your complaint for further escalation, which may include escalation to an independent arbitrator for non-card related matters, or to a VISA approved 3rd party for card related matters.
You can commence mediation or arbitration proceedings for non-card related matters directly by contacting ADR Chambers who provide various dispute resolution services across Canada.
Their contact details are:
Website: https://adrchambers.com/
Email: adr@adrchambers.com
Telephone: 1-800-856-5154 (Free call) *
In writing to: 180 Duncan Mill Road, 4th Floor, North York, Ontario, M3B 1Z6
You can commence third party escalation for VISA card related complaints by completing the linked Complaints form indicating ‘Request to escalate for 3rd party resolution’ as the Complaint type, and including the originally provided complaint ID, or by calling us at 1-855-680-0745 to request complaint escalation. Once received and escalated you will be provided with additional information regarding the complaint, including contact information of the utilized 3rd party.