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Client Concerns

Fiduciary Trust Canada

Fiduciary Trust Company of Canada ("Fiduciary Trust Canada") has designed a client complaint procedure to ensure that our clients know how to communicate their dissatisfaction and that every complaint we receive is reported to Fiduciary Trust Canada management. Under federal law, we are required to report certain types of complaints to the Financial Consumer Agency of Canada ("FCAC"). FCAC supervises financial institutions to make sure they comply with their obligations under federal law. If you believe that we have not met our obligations or you would like further information about federal consumer protection laws, visit the FCAC Web site at www.fcac-acfc.gc.ca, or call them at 1.866.461.3222.

If you have a complaint about our services, we want to hear from you. Please use the following procedure:

  • First, please contact your Wealth Counsellor, Portfolio Manager or Trust Officer to discuss your concern. Most complaints can be resolved immediately at this stage. Our Complaints Officer receives a report of every complaint, and may contact you directly to verify that you are satisfied with the resolution.
  • If your complaint has not been resolved to your satisfaction, you should contact either Fiduciary Trust Canada's President, or Fiduciary Trust Canada's Chief Compliance Officer, by mail at: 350 7th Avenue S.W. , Suite 3000, Calgary, Alberta T2P 3N9, or by phone at 403.543.3950 (toll free 1.800.574.3822). At this stage, we will provide you with information about our independent dispute resolution service, Ombudsman for Banking Services and Investments (for more information, see below). We may have a legal obligation to report your complaint to FCAC. This legal obligation may override your instructions regarding our use of non-public personal information and it is our policy to inform you that your complaint may be reported to FCAC.
  • If your complaint remains unresolved, you may contact Fiduciary Trust Canada's Internal Ombudsman, by mail at: by mail at: 350 7th Avenue S.W. , Suite 3000, Calgary, Alberta T2P 3N9, or by phone at 403.543.3950 (toll free 1.800.574.3822) Our internal ombudsman will independently and objectively assess your complaint and attempt to mediate an appropriate resolution. Our Board of Directors reviews all complaints received by our internal ombudsman.

When filing your complaint, please tell us what went wrong, when it happened and what you expect from us to resolve your complaint(e.g., apology, account correction, money back, etc.).

We will acknowledge your complaint in writing as soon as possible. We may ask you to provide additional information or clarification to help us resolve your complaint.

We will provide our decision in writing, within 90 days of receiving a complaint. The decision will include a summary of the complaint, the results of our investigation and our decision to make an offer to resolve the complaint or deny it. If we are unable to provide a decision within 90 days, we will inform you of the delay with an explanation and give you a new date for our decision. If you are not satisfied with our decision, you may be eligible for the independent dispute resolution service offered by the Ombudsman for Banking Services and Investments (OBSI) (unless you are a Quebec resident, in which case you may consider the free mediation service offered by the Autorité des marchés financiers.)

Information Regarding OBSI

You may be eligible for OBSI's free and independent dispute resolution service if:

  • Fiduciary Trust Canada does not provide our decision within 90 days after you made your complaint, or
  • you are not satisfied with our decision.

OBSI can recommend compensation of up to $350,000. OBSI's service is available to Fiduciary Trust Canada clients, but this does not restrict your ability to take a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action in court. Note that there are time limits for taking legal action.

You have the right to use OBSI's service if:

  • your complaint relates to a trading or advising activity of Fiduciary Trust Company or by one our representatives
  • you brought your complaint within 6 years from the time that you first knew, or ought to have known, about the event that caused the complaint; and
  • you file your complaint with OBSI according to the time limits outlined below

Applicable time limits:

  • If we do not provide our decision within 90 days, you can take your complaint to OBSI any time after the 90 day period has ended.
  • If you are not satisfied with our decision, you have up to 180 days after we provide you with our decision to take a complaint to OBSI.

You can contact OBSI at:

Email: ombudsman@obsi.ca
Telephone: 1-888-451-4519 or 416-287-2877 in Toronto

Once OBSI has completed its investigation, it will provide its recommendations to you and Fiduciary Trust Canada. OBSI's recommendations are not binding on you or us.

For more information about OBSI, visit www.obsi.ca.

FTC Investor Services Inc.

FTC Investor Services Inc. (FTC ISI) has published procedures to ensure complaints are handled in a fair and expedient manner.

Should you wish to file a formal complaint to FTC Investor Services Inc., we recommend that it be made in writing to FTC ISI's Complaints Officer who can be contacted at:

FTC Investor Services Inc.
Attention: Complaints Officer
350 – 7th Avenue SW, Suite 3000
Calgary, AB T2P 3N9
Email: complaintsofficer@ftcisi.ca
Phone: 1-866-310-5522
Fax: 1-866-275-6912

If you file a formal complaint with FTC ISI, an initial response will be sent by FTC ISI's Complaints Officer to you in form of a letter if we are unable to resolve your complaint within 5 business days of receiving your complaint. The initial reply letter will:

  • acknowledge receipt of your complaint;
  • if required, include a request for you to provide us with additional information to resolve your complaint;
  • provide you with the name and contact information of the individual within FTC ISI who will manage your complaint;
  • include copies of the FTC ISI and Mutual Fund Dealers Association (MFDA) Client Complaint Information Forms which outline the complaint handling process;
  • advise when and how to take your complaint to FTC ISI's independent dispute resolution service - the Ombudsman for Banking Services and Investments (OBSI);
  • include contact information for OBSI

Within 90 days of your complaint being received, you will be sent another written response from FTC ISI that will include:

  • an outline of your complaint
  • a decision regarding your complaint
  • an offer to resolve the complaint or a denial of the complaint with stated reasons why
  • information about FTC ISI's independent dispute resolution service - the Ombudsman for Banking Services and Investments (OBSI), including the timelines applicable for use of OBSI, the monetary limits associated with use of OBSI and the contact information for OBSI.

In cases where the second written response cannot be made within 90 days of your initial complaint, you will be advised about the reason(s) for the delay and you will be given a best estimate as to when you will hear from us again.

You may be eligible for OBSI's free and independent dispute resolution service if:

  • we do not provide our decision within 90 days after you made your complaint, or
  • you are not satisfied with our decision

OBSI's service is available to clients of FTC ISI. This does not restrict your ability to take a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action to court. Note that there are time limits for taking legal action.

OBSI can recommend compensation of up to $350,000.

If you wish to pursue the complaint further, you have the right to use OBSI if:

  • your complaint relates to a trading or advising activity of FTC ISI or one of its representatives;
  • your brought your complaint to us within 6 years from the time that you first knew, or ought to have known, about the event that caused the complaint; and
  • you file your complaint with OBSI according to the following time limits:
    • if we do not provide our decision within 90 days, you can take your complaint to OBSI any time after the 90 day period has ended.
    • If you are not satisfied with our decision, you have up to 180 days after we provide you with our decision to take your complaint to OBSI.

You can contact OBSI via:

Email: ombudsman@obsi.ca
Telephone 1-888-451-4519 or 416-287-2877 in Toronto