| Document title | Complaints Handling Policy |
| Version | 2.0 |
| Owner | Alexander Angelov Tomov, Compliance Officer |
| Review frequency | Annually, and upon any material regulatory or operational change |
| Applies to | MTX Finance Ltd., its directors, officers, employees, contractors, and agents |
1. Purpose
MTX Finance Ltd. is committed to handling client complaints fairly, transparently, and in a timely manner. This Policy describes how complaints are received, recorded, investigated, escalated, resolved, and reported.
2. Scope
This Policy applies to all complaints received from clients, prospective clients, counterparties, or any third party in relation to MTX's services. It supports MTX's obligations under PCMLTFA, PIPEDA, the RPAA (pending registration), and applicable consumer-protection principles.
3. Definition of a complaint
A complaint is any expression of dissatisfaction, whether written or oral, made by or on behalf of a client about MTX's services, products, processes, or staff. This includes complaints about onboarding outcomes, transaction handling, fees, privacy, or service quality.
4. How complaints can be submitted
- By email to compliance@mtxfinance.com.
- By post to MTX's registered address: 702 Russell Avenue, B438 Unit #A1017, Enderby, BC, V0E 1V0, Canada.
- Through the designated relationship manager.
Complaints are accepted in English. Where possible, complaints in other languages will be handled with the assistance of translation.
5. Handling process and timelines
| Stage | Action | Target timeframe |
|---|---|---|
| Acknowledgement | Complaint received; acknowledgement to complainant | Within 2 business days |
| Initial assessment | Compliance Officer reviews; assigns case ID; notifies internal stakeholders | Within 5 business days |
| Investigation | Facts gathered; records reviewed; relevant providers contacted as needed | Within 20 business days |
| Resolution and response | Written response to complainant explaining outcome and any remedial action | Within 30 business days of receipt |
| Escalation | If complainant remains dissatisfied, the complainant may escalate (see Section 7) | — |
6. Records
Every complaint is recorded in the firm's complaints register with: case ID, complainant identity, date received, nature of complaint, person handling the case, all correspondence, investigation findings, outcome, remedial action, and closure date. Records are retained for at least 5 years.
7. Escalation paths
Where a complainant remains dissatisfied with MTX's response, the complainant may escalate as follows:
- Privacy complaints: Office of the Privacy Commissioner of Canada (under PIPEDA).
- Payment-service-related complaints (post-RPAA registration): the Bank of Canada's designated complaints framework as it applies to PSPs.
- AML conduct concerns: FINTRAC.
MTX provides contact information for the relevant authority on request.
8. Confidentiality and privacy
Complaints are handled confidentially and in accordance with the Privacy Policy. Personal information collected in the course of handling a complaint is used only for that purpose and any related regulatory obligation.
9. Trend monitoring
The Compliance Officer reviews the complaints register at least quarterly to identify recurring themes, training needs, or process gaps. Findings feed into the annual program review.
10. Review
This Policy is reviewed annually.
This page reproduces an MTX Finance Ltd. policy document for transparency. For the authoritative signed copy, contact compliance@mtxfinance.com. Last updated: 2026.