From what I understand of the rules, you have to give the provider a reasonable opportunity to fix things. And then you have to use their own complaints process

From what I understand of the rules, you have to give the provider a reasonable opportunity to fix things. And then you have to use their own complaints process. And then, if that isn’t getting anywhere in a reasonable timeframe, then you can complain to the regulator. If you file a complaint with the regulator prematurely, it just gets referred back to the provider. I hope it gets fixed before I need to go down that path. I only just sent the email a couple of days ago, I’ll give them a few more days then try calling them again. Part of the problem seems to be - I have multiple accounts with the one broker (my domestic stock account, trust accounts for my kids, a separate account for foreign stock), and they maintain separate addresses for each account, and they can get out of synch. And the broker is owned by a bank, and I have products with the bank, and the bank also has separate addresses for each product, plus the bank and the broker’s systems are kind of half-integrated/half-not in an opaque way which contributes to this kind of problem. And the bank also owns an insurance company, and I have a policy with that insurance company, and they’ve got the same half-integrated/half-not thing going on with their insurance company too.