Fiduciary Trust Canada
Fiduciary Trust Company of 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 management. Under federal law, we are required to report some 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 or Portfolio Manager to discuss your concern. Most complaints can be resolved immediately at this stage. Our Senior Vice President, Operations 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 the President of Fiduciary Trust Company of Canada, by mail at: 200 King Street West, Suite 1400, Toronto, Ontario M5H 3T4, or by phone at 416 957 6000 or the Chief Compliance Officer, Fiduciary Trust Company of Canada, by mail at 5000 Yonge Street, Suite 900, Toronto, Ontario M2N 0A7, or by phone at 416.957.6000. At this stage, 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 our internal ombudsman, by mail at 200 King Street West, Suite 1400, Toronto, Ontario M5H 3T4, or by phone at 416 957 6000. Our 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.
- Finally, you may contact the Ombudsman for Banking Services and Investment, an independent organization that investigates customer complaints against financial services providers, at P.O. Box 896, Station Adelaide, Toronto, Ontario M5C 2K3, by e-mail at: firstname.lastname@example.org, or by phone at 1.888.451.4519.
FTC Investor Services Inc.
FTC Investor Services Inc. 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 the Complaints Officer who can be contacted at:
FTC Investor Services
Attention: Complaints Officer
350 – 7th Avenue SW, Suite 3000
Calgary, AB T2P 3N9
If you file a formal complaint with FTC Investor Services Inc., an initial response will be sent by the Complaints Officer to you in form of a letter within 5 business days of receiving your complaint. The initial reply letter will:
- acknowledge receipt of your complaint
- if required, include a request from you to provide additional information to resolve your complaint
- provide you the name and contact information for the individual within FTC Investor Services Inc. who will manage your complaint
Within 3 months of the initial reply to your complaint you will receive another written response from FTC Investor Services Inc. that will include:
- an outline of your complaint
- a decision on the complaint
- a fair offer to resolve the complaint or a denial of the complaint with stated reasons why.
In cases where the second written response cannot be made within 3 months of our initial reply to you, you will be advised about the reason(s) behind the delay and you will be given a best estimate as to when you will hear from us again.
Should you feel the need to pursue your complaint further, you have the right to consider: (i) presenting the complaint to the Ombudsman for Banking Services and Investments, who will consider complaints brought within six months of your receipt of the second response letter; (ii) making a complaint to the MFDA; (iii) litigation/civil action against FTC Investor Services Inc. You may wish to retain legal counsel to assist you with your complaint as each province and territory has a time limit for taking legal action.