Satisfied clients are the foundation of our business – Portfolio Strategies Corporation (PSC) and your advisor want to ensure that we are meeting your needs and expectations. If a question or issue arises, we are committed to resolving it in a fair manner.
PSC has procedures in place to handle any written or verbal complaints received from clients in a fair and prompt manner. This is a summary of those procedures, which we provide to new clients, clients who have filed a complaint, and that we also make available on our website at www.portfoliostrategies.ca. Our complaint handling procedures and the information in this section applies to complaints about any product or service that we provide, including mutual funds, segregated funds, and exempt market securities.
How to File a Complaint with PSC
Clients wishing to complain to PSC may make their complaint to our head office, or to any branch manager, or to your advisor. All complaints are forwarded to qualified compliance or supervisory personnel to be handled. We encourage clients to make their complaint in writing or by email where possible. Where clients have difficulty putting their complaint in writing, they should advise us so that we can provide assistance. For confidentiality reasons, we will only deal with the client or another individual who has the client’s express written authorization to deal with us.
You may contact PSC head office by mail at Portfolio Strategies Corporation, 1850 – 14 Street SW, Calgary, AB T2T 3S9; by telephone at 1-(877) 303-3233 to speak with a compliance officer; or by e-mail at email@example.com.
(Clients who choose to communicate by email should be aware of possible confidentiality issues regarding Internet communications.)
Complaint Handling Procedures
We will acknowledge receipt of complaints promptly, generally within five business days. We review all complaints fairly, taking into account all relevant documents and statements obtained from the client, the advisor, other staff members, and information from our records and any other relevant source. Once our review is complete we provide clients with our response, which will be in writing if the complaint was made in writing. Our response may be an offer to resolve your complaint, a denial of the complaint with reasons, or another appropriate response. Where the complaint relates to certain serious allegations (as defined in the Policies of the Mutual Fund Dealers Association of Canada of which PSC is a Member), our initial acknowledgement will include copies of this summary and the Client Complaint Information Form. Our response will summarize your complaint and our findings, and will contain a reminder about your options with the Ombudsman for Banking Services and Investments (“OBSI”).
We will generally provide our response within ninety days, unless we are waiting for additional information from you, or the case is unique or very complicated.
We will respond to communications you send us after the date of our response to the extent necessary to implement a resolution or to address any new issues or information you provide.
If we offer you a financial settlement, we may ask you to sign a release and waiver for legal reasons.
Contacting PSC During a Complaint Investigation
Clients may contact us at any time to provide further information or to inquire as to the status of their complaint, by contacting the individual handling their complaint or by contacting a compliance officer at PSC’s head office.
The Client Complaint Information Form (“CCIF”)
The following section is the CCIF as prescribed by the MFDA. We also provide a copy of the CCIF as a separate document to any client who makes a complaint. Note that the OBSI does not deal with complaints related to segregated funds or other products that legally fall under insurance regulation.
MUTUAL FUND DEALERS ASSOCIATION OF CANADA
Client Complaint Information Form
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 seek resolution of the problem. MFDA Member dealers have a responsibility to their clients to ensure that all complaints are dealt with fairly and promptly. If you have a complaint, these are some of the steps you can take:
The MFDA does not order compensation or restitution to clients of Members. The MFDA exists to regulate the operations, standards of practice and business conduct of its Members and their representatives with a mandate to enhance investor protection and strengthen public confidence in the Canadian mutual fund industry. If you are seeking compensation, you may consider the following: