Do you have any concerns concerning your account?
If you have any concerns or questions concerning your account, we encourage you let us know right away and we would be happy to assist you. You may contact your respresentative, our head office or our compliance department, to help resolve your issues.
TWMG Inc. takes client’s written and verbal complaints seriously and wishes to resolve any dispute amicably, fairly and quickly. The following is a summary of our complaint handling procedures, which we provide to all new clients and to any clients that have filed a complaint.
How to file a complaint with TWMG Inc.
Any concerns or complaints may be directed to the Chief Compliance Officer via post at TWMG Inc.’s Head Office, address listed below, or via e-mail at: firstname.lastname@example.org (*), or via telephone at: 514-345-8880
Chief Compliance Officer
100 boul. Alexis-Nihon, suite 595
Ville St-Laurent, QC H4M 2P1
T. 514.345.8880 F. 514.345.1806
We encourage clients to make their complaint in writing or by email where possible. Where client has difficulty putting their complaint in writing, they should advise us so that we can provide assistance. For confidential reason we will only deal with the client or another individual who has the client’s express written authorization to deal with us.
TWMG Inc. will provide you with an initial response letter within 5 business days of receipt of the complaint. Within 90 days, upon conclusion of the investigation, TWMG Inc. will provide you with a substantive response and conclusion. Our both responses will include copy of CCIF. Should the investigation require more than 90 days, TWMG Inc. will advise you of the timeline required. Our response may be an offer to resolve your complaint, a denial of the complaint with reasons or another appropriate response. Our response will summarize your complaint, our findings and will contain a reminder about your options with the Ombudsman for Banking Services and Investments. 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.
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 Chief Compliance Officer.
(*) Client who chooses to communicate by email should be aware of possible confidentiality issues regarding internet communications
MUTUAL FUNDS DEALERS ASSOCIATION OF CANADA COMPLAINT INFORMATION
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:
(1) Contact your mutual fund dealer. Member firms are responsible to you, the investor, for monitoring the actions of their representatives to ensure that they are in compliance with by-laws, rules and policies governing their activities. The firm will investigate any complaint that you initiate and respond back to you with the results of their investigation within the time period expected of a Member acting diligently in the circumstances, in most cases within three months of receipt of the complaint. It is helpful if your complaint is in writing.
(2) Contact the Mutual Fund Dealers Association of Canada (“MFDA”), which is the self- regulatory organization in Canada to which your mutual fund dealer belongs. The MFDA investigates complaints about mutual fund dealers and their representatives, and takes enforcement action where appropriate. You may make a complaint to the MFDA at any time, whether or not you have complained to your mutual fund dealer. The MFDA can be contacted:
– By completing the on-line complaint form at www.mfda.ca
– By telephone in Toronto at (416) 361-6332, or toll free at 1-888-466-6332
– By e-mail at email@example.com (*) or
– In writing by mail to 121 King Street West, Suite 1000, Toronto, ON M5H 3T9 or by fax at (416) 361-9073.
* You may wish to consider issues of internet security when sending sensitive information by standard e-mail.
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) Ombudsman for Banking Services and Investments (“OBSI”): You may make a complaint to OBSI after you have complained to the dealer, at either of the following times:
– If the dealer’s Compliance Department has not responded to your complaint within 90 days of the date you complained, or;
– After the dealer’s Compliance Department has responded to your complaint and you are not satisfied with the response. Please note that you have 180 calendar days to bring your complaint to OBSI after receiving the dealer’s response.
(2) OBSI provides an independent and impartial process for the investigation and resolution of complaints about the provision of financial services to clients. OBSI can make a non-binding recommendation that your firm compensate you (up to $350,000) if it determines that you have been treated unfairly, taking into account the criteria of good financial services and business practice, relevant codes of practice or conduct, industry regulation and the law. The OBSI process is free of charge and is confidential. OBSI can be contacted: By telephone in Toronto at (416) 287-2877, or toll free at 1-888-451-4519 or by e-mail at firstname.lastname@example.org
(3) Legal Assistance: You may consider retaining a lawyer to assist with the complaint. You should be aware that there are legal time limits for taking civil action. A lawyer can advise you of your options and recourses. Once the applicable limitation period expires, you may lose rights to pursue some claims.
(4) Manitoba, New Brunswick and Saskatchewan: Securities regulatory authorities in these provinces have the power to, in appropriate cases, order that a person or company that has contravened securities laws in their province pay compensation to a claimant. The claimant is then able to enforce such an order as if it were a judgment of the superior court in that province. For more information, please visit: Manitoba: www.msc.gov.mb.ca, New Brunswick: www.nbsc-cvmnb.ca or Saskatchewan: www.fcaa.gov.sk.ca.
(5) Québec: If you are not satisfied with the outcome or with the examination of a complaint, the Autorité des marchés financiers (“AMF”) can examine your complaint and may provide dispute resolution services. If you think you are a victim of fraud, fraudulent tactics or embezzlement, you can contact the AMF to see if you meet the eligibility to submit a claim to the Fonds d’indemnisation des services financiers (“Financial Services Compensation Fund”). An indemnity up to $200,000 can be payable through monies accumulated in the fund for an eligible claim.
For more information: Contact the AMF by telephone at (418) 525-0337 (in Québec), or toll free at 1-877-525-0337 or visit www.lautorite.qc.ca.
CLIENT COMPLAINT INFORMATION IN QUEBEC
In the province of Québec, you can contact the Chambre de la Sécurité Financière (CSF) or l’Autorité des marchés financiers (AMF).
Autorité des marchés financiers (AMF)
In Québec, the Autorité des marchés financiers, the regulatory body charged with administering the regulatory framework governing the financial sector, has as its mission to provide assistance to consumers and users of financial products and services, and to see to the implementation of protection and compensation programs for these consumers. The Autorité also operates an Information Centre to answer investors’ questions. Upon receipt of a complaint from a client residing in Québec, a firm must, without delay, notify the client in writing that, in the event of dissatisfaction with the processing of the complaint, or with the result of the firm’s examination of the complaint, the client may request that a copy of the complaint file be transferred to the AMF. The AMF will review the file and, if it deems appropriate, offer a mediation service for the parties. Participation is voluntary and requires the consent of both the firm and the client. This service is free.
The Autorité des marchés financiers can be contacted: by telephone at (514) 395-0337 or toll free at 1-877-525-0337 or at www.lautorite.qc.ca.
Chambre de la sécurité financière
The mission of the Chambre de la sécurité financière is to ensure consumer protection by maintaining discipline among, and overseeing the training and business ethics of its members who practice in one or more of the following sectors: insurance of persons, group insurance of persons, financial planning and group savings plan brokerage.
The professionals, members of the Chamber, must satisfy proficiency requirements in order to assure consumers that their interests are the overriding concern. They are subject to very stringent rules of ethics resulting from Bill 188, the regulations of the Autorité des marchés financiers du Québec (AMF), and the code of ethics of the Chambre de la sécurité financière. In order to ensure compliance with this code of ethics and the regulations, the Law has empowered the Chamber’s syndic and co-syndic to supervise, investigate and take disciplinary action.
The Chambre de la sécurité financière can be contacted: by telephone at (514) 282-5777 or toll free at 1-800-361-9989 or at www.chambresf.com under Consumer Protection.