Client Concerns

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
200 King Street West, Suite 1500, Toronto, Ontario, M5H 3T4
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 at:

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