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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:
1 You may wish to consider issues of internet security when sending sensitive information by standard e-mail.
WFG Securities Inc. 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. We also provide new clients and clients who complain with separate information or a separate document called the Client Complaint Information Form (CCIF) that provides general information about their options for making a complaint.
How to File a Complaint with WFG Securities Inc.
Clients wishing to complain to WFG Securities Inc., may make their complaint to our head office by contacting our Compliance Department or to any Branch Manager and/or WFG Representative. All complaints are forwarded to qualified compliance officers for handling. We encourage clients to make their complaint in writing or by email where possible. When 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 expressed written authorization to deal with us.
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, our records, our WFG Representative, other staff members and any other relevant source. Once our review is complete, we provide clients with our response which will be 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, our initial acknowledgement will include copies of this summary and the CCIF. Our response will summarize your complaint, our findings and will contain a reminder about your options with 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 novel 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 WFG Securities Inc.
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 our Compliance Department.
WFG Securities Inc.
5000 Yonge Street
Toronto, ON M2N 7E9
*For associates of World Financial Group, please call H.O.S.T. with any issues or concerns you may be experiencing.
World Financial Group, Inc. (WFG) is a financial services marketing company whose affiliates offer a broad array of financial products and services. Insurance products offered through World Financial Group Insurance Agency, Inc., World Financial Group Insurance Agency of Hawaii, Inc., World Financial Group Insurance Agency of Massachusetts, Inc., World Financial Group Insurance Agency of Wyoming, Inc., World Financial Insurance Agency, Inc. and/or WFG Insurance Agency of Puerto Rico, Inc (collectively WFGIA). WFG and WFGIA are affiliated companies. Headquarters: 11315 Johns Creek Parkway, Johns Creek, GA 30097-1517. Phone: 770.453.9300. WorldFinancialGroup.com.
World Financial Group Canada Inc. (WFG) is a financial services marketing company whose affiliates offer a broad array of financial products and services. World Financial Group Insurance Agency of Canada Inc. (WFGIA) offers life insurance and segregated funds. WFG and WFGIA are affiliated companies Headquarters: 5000 Yonge Street, Suite 800,Toronto, ON M2N 7E9. Phone: 416.225.2121. For use in Canada only, except in Quebec.©2014 World Financial Group Canada Inc.