MTBX LTD. (‘MTBX’) is committed to providing a competitive and efficient service. However, there may be occasions our service does not meet your expectations. if you’re dissatisfied with MTBX LTD., please let us know and we’ll do our best to fix things quickly and fairly.
Email us at [email protected]
Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it as quickly as possible.
We will be in touch within 14 days after the day on which we have received the complaint, clearly indicating the reason for the delay in answering the complaint.
However, if that is not possible, we will contact you within 56 days and provide the final response in resolving your complaint. We will usually contact you by email, unless you ask us otherwise.
If you are unhappy with the outcome of our investigation, or you haven’t heard from us within 14 days of your initial complaint, you have the right to refer your complaint to the Ombudsman for Banking Services and Investments which may be able to settle your complaint with us.
This serviceis free of charge, but you must contact them within six months of the date of our final response.
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8, Toronto ON M5H 3R3
A record of each written 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.