Client Information & Complaint Handling Policy
Your Privacy Matters
At Tonus Capital Inc. (TCI), we take your privacy seriously. We are committed to protecting the personal information you share with us and ensuring your data is treated with the highest standards of confidentiality and care.
If you have any questions about how your information is used, or if you wish to access or correct your personal data, please contact our Privacy Officer, Aaron Warnongbri:
Aaron Warnongbri
📧 awarnongbri@tonuscapital.com
📍 999 de Maisonneuve West, Suite 799, Montreal, QC H3A 4L3
What Information We Collect
When you visit our website or communicate with us, we may collect:
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Your browser, device, and network details
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Pages you visited before and during your time on our site
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Your IP address
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How you interact with our website (clicks, scrolls, etc.)
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Information you provide in forms
We also use cookies and similar technologies to enhance your browsing experience.
How We Handle Complaints
At TCI, we take all client feedback seriously. If you have a concern or complaint about our services or interactions with our team, we encourage you to let us know. Here's what you can expect when you submit a complaint:
What Is a Complaint?
A complaint is any expression of dissatisfaction — written or verbal — regarding a product, service, or interaction with our team.
How to Submit a Complaint
You can share your concern with any member of our staff, who will forward it immediately to our Chief Compliance Officer (CCO) for review.
Our Process
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Acknowledgment
Within 10 business days, we’ll confirm that we’ve received your complaint, either by phone, email, or letter. -
Investigation
Our team will review the matter thoroughly. We may reach out for more information if needed. -
Response
We’ll provide a written response with the outcome of our investigation within 60 calendar days. If more time is needed, we’ll inform you of the delay and keep you updated.
Possible Outcomes
You’ll receive a written decision that may include:
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A resolution and explanation of the steps taken
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A notice that further investigation is needed
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An explanation if the complaint is dismissed
What If You’re Not Satisfied?
If you're not happy with the outcome of our internal process, you have additional options:
In Québec – Contact the AMF
If you live in Québec and are dissatisfied with our complaint process or its results, you can ask us to forward your complaint file to the Autorité des marchés financiers (AMF). The AMF may act as a mediator if both parties agree.
Outside Québec – Contact OBSI
If you’re outside Québec, you can contact the Ombudsman for Banking Services and Investments (OBSI) for a free and independent review of your case.
You may be eligible if:
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We haven’t provided a decision within 90 days
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You disagree with our final decision and act within 180 days
🧾 OBSI can recommend up to $350,000 in compensation.
Contact OBSI
📧 ombudsman@obsi.ca
📞 1-888-451-4519
🌐 www.obsi.ca
To help OBSI assist you efficiently, be ready to share:
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Your name and contact details
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Our firm’s and any involved representative’s information
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A summary of your complaint
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Any documents or correspondence related to your case
Still Have Questions?
We’re here to help. Whether it’s a privacy concern or a service issue, our team is committed to ensuring your experience with Tonus Capital is transparent, respectful, and fair.