Seeking Redress

In the interests of consumer protection, we think it's important for a client to know how to seek redress. If in the unlikely event you have an experience with us that is viewed as unsatisfactory in any way, we want to know about it. Please voice any of your concerns with David Atwood directly at 1-800-720-1911.

Clients of a mutual fund dealer who are not satisfied with a financial product or service have a right to make a complaint and to see resolution of the problem. If you have a complaint, these are some of the steps you can take:

• Your complaint should first be explained to your financial advisor. The
  person who sold you the product or service will solve most problems
  quickly.

• Contact your mutual fund dealer. Members firms are responsible to you, the   investor, for monitoring the actions of their representatives to ensure that   they are in compliance with the legislation, rules and guidelines governing   their activities. Some problems are easily solved by a phone call. Some   matters can be resolved through the Branch Manager. The dealer’s   Compliance Department will investigate any complaint that you initiate in   writing and respond back to you with the results of their investigation.

• Contact the Mutual Fund Dealers Association of Canada (MFDA) which is   the self-regulatory organization in Canada to which your mutual fund dealer   belongs. The MFDA investigates complaints about mutual fund dealers and
  their representatives, and takes enforcement action where appropriate.   There is no cost to clients for referring a complaint to the MFDA. The MFDA   can be contacted:

• by telephone in Toronto at 416-361-6332 or toll free 1-888-466-6332;
• by email at complaints@mfda.ca; or
• in writing, using the complaint form which is available on the MFDA website   at www.mfda.ca.

• Contact the Ombudsman for Banking Services and Investments (OBSI), an   organization independent of the MFDA, government, and the financial   services industry. OBSI provides an independent and impartial process for   the investigation and resolution of complaints about the provision of   financial services to clients. OBSI will investigate your complaints only if   you have first exhausted your firm’s internal complaint handling processes.   OBSI can make a non-binding recommendation that your firm compensate   you (up to $350,000) if it determines that you have been treated unfairly,   taking into account the criteria of good financial services and business   practice, relevant codes of practice or conduct, industry regulation and the   law. The OBSI process is free of charge and is confidential. OBSI can be   contacted:

• by telephone in Toronto at 416-287-2877 or toll free at 1-888-451-4519;    or
• by email at ombudsman@obsi.ca.

• Retaining a lawyer to assist with the complaint.