Complaint Handling Procedure

Vexora Inc. is committed to providing a high standard of service. This procedure outlines how to raise a complaint and what to expect from our resolution process.

1. How to Submit a Complaint

• In-platform: Use the Support section of your dashboard
• Email: complaints@vexora.ca
• Post: 100 King Street West, Suite 5600, Toronto, Ontario M5X 1C9, Canada

2. Acknowledgement

We will acknowledge receipt of your complaint within 2 business days, including a reference number and the name of the person handling your complaint.

3. Investigation

We aim to resolve complaints within 10 business days. Complex matters may require up to 28 calendar days, during which we will keep you informed of progress.

4. Resolution

On completion of our investigation, we will send you a written response setting out our findings and any remedial action taken.

5. Escalation

If you are not satisfied with the outcome, you may request escalation to senior management at escalations@vexora.ca.

6. Regulatory Escalation

If you remain dissatisfied, you may contact the relevant regulatory authority in your jurisdiction. Vexora Inc. is registered with CIRO (Membership Number: C-874382).

7. Record Keeping

All complaints are logged and retained under Internal Compliance Registration ICR-58291473.