1. How to file a complaint

Email [email protected] or write to TokenNest Inc., Complaints, 401 West Georgia Street, Vancouver, BC V6B 5A1. Include your account email, the date and reference of any transaction involved, what went wrong and what you would like us to do. You may complain in English or French. A complaint made to support staff is logged the same way; you do not need to use a form.

2. Our response timelines

We acknowledge every complaint within 2 business days with a case number and the name of the person handling it. We aim to give a full written response within 5 business days; if the matter needs more time — for example, a bank or network investigation — we tell you why and give a new date, and in every case respond within 30 days. The response explains what we found, what we will do, and how to escalate if you disagree.

3. Escalation

If you are not satisfied with the first response, reply to the case email asking for escalation. The complaint is reviewed by a senior officer who was not involved in the original decision — for compliance matters, the Chief Compliance Officer — who responds within 10 business days. Where the complaint concerns a compliance decision (a declined or delayed transaction), we explain as much as the law permits; some information cannot be disclosed under anti-money-laundering rules.

4. External recourse

If we cannot resolve your complaint, you may contact: for Québec residents, Revenu Québec (money-services business licensing) or the Office de la protection du consommateur; for privacy matters, the Office of the Privacy Commissioner of Canada or, in Québec, the Commission d'accès à l'information; for suspected fraud, the Canadian Anti-Fraud Centre (1-888-495-8501). FINTRAC supervises our compliance program but does not resolve individual client complaints. Nothing here limits your right to pursue the matter in court.