At Richardson GMP Limited, we strive for excellence in serving our clients. As fiduciaries of your wealth, we are subject to stringent regulatory oversight and hold ourselves accountable to high standards in corporate governance. Should you have a concern with our service, we have developed the following procedures to help you report your issue for resolution.
To ensure that Richardson GMP Limited provides clients with a fair and timely resolution to their concerns, the following document outlines client complaint-handling policies and procedures.
Any client may submit a complaint. If a complaint is being lodged on behalf of a person or a group of persons, each should be identified and evidence of authority to represent such person(s) must be provided.
Please note that anonymous complaints will not be accepted. However, material can be submitted confidentially to support a complaint. This information will not be shared with any third parties without the consent of the person who provided the information.
Written complaints should be sent by email, post or fax to:
Designated Complaints Officer
Richardson GMP Limited
Compliance Department
145 King Street West, Suite 300
Toronto, M5H 1J8
Toll Free No: 1 (866) 263-0818.
Fax: (416) 943-6164
RGMPCompliance@RichardsonGMP.com
You can also contact the Compliance Department at the toll free phone number noted above.
The complaint does not need to follow a specific format. However, please provide the following details:
Within five (5) days of receiving your complaint, Richardson GMP’s Compliance Department will send an acknowledgement letter by mail confirming the name and contact information of the individual handling your file. We will also enclose the IIROC brochure entitled “An Investor’s Guide to Making a Complaint” for your reference. You can also refer to the brochure by selecting the link below:
http://www.iiroc.ca/English/MemberResources/Brochures/Pages/InvestorProtection.aspx
Richardson GMP’s Compliance Department will review your complaint and the circumstances surrounding it. In conducting our review, we may contact you or your authorized representative should more information be required to resolve the complaint. The review and assessment stage may be completed promptly, or may require further in-depth analysis.
Within 90 days, you will receive in writing our substantive response to your complaint. If additional time is required to review your complaint, we will acknowledge this in writing and convey to you the expected completion date of our review.
The substantive response letter will include an outline of your complaint, Richardson GMP Compliance Department’s decision on the complaint and the reason for our decision. Also included in the letter will be additional information regarding your options to escalate your concerns should you not be satisfied with the outcome of this review. This includes the contact information for the Investment Industry Organization of Canada (“IIROC”) and the Ombudsman for Banking Services and Investments ("OBSI").
If you are a Québec resident and you are dissatisfied with our examination of your complaint or outcome, you may request that your complaint file be transferred to the Autorité des marchés financiers (“AMF”). It should be noted that you must wait for our final decision or the expiry of the 90 day time limit, but this request must be submitted no later than one year after we have provided our substantive response. Following the transfer of your complaint to the AMF, they may proceed with their investigation.