How to file a complaint with Assante Estate and Insurance Services

The following outlines our process for dealing with client complaints. We have procedures to handle both written and verbal complaints that include an alleged grievance. We request that you submit the details of your complaint, preferably in writing, to the attention of Complaints and Regulatory Investigations, Assante Estate and Insurance Services,  15 York Street, 2nd floor, Toronto, ON, M5J 0A3 or alternatively by email at complaints@assante.com

We will acknowledge all complaints within five business days of receiving the complaint. Your complaint will be handled by experienced and qualified staff. If at any time you require an update on the status of your complaint, you may contact the individual assigned to handle your complaint or our Complaints and Investigations Compliance Officer at complaints@ci.com. We will review all complaints fairly after gathering the necessary information, reviewing your documents and if necessary, conducting interviews. We will provide you with a substantive response to your complaint, generally within sixty days for client residing in Quebec and ninety days for clients in other provinces. If the review process will not be completed within the applicable timeframe, we will make you aware of our progress, the reasons for the delay and our anticipated completion date.

Complaint Outcome

In our substantive response letter, we will either offer to resolve your complaint or deny it. You may have to sign a release if the case offers a financial settlement. You will be provided with information regarding alternative options if you are unsatisfied with our response.

Ombudsman for Banking Services and Investments

You may make a complaint to the Ombudsman for Banking Services and Investments (“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.

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 nonbinding 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
  • By email at ombudsman@obsi.ca

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.

Québec:

You may also choose to complete and submit to us the Autorité des marchés financiers (“AMF”) complaint reporting form available on the Authority’s website: https://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint. 

We will review all complaints fairly after gathering the necessary information, reviewing your documents and if necessary, conducting interviews. We will provide you with a substantive response to your complaint, generally within sixty days. If the review process will not be completed within sixty days, we will make you aware of our progress, the reasons for the delay, and our anticipated completion date.

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.

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

Saskatchewan: www.fcaa.gov.sk.ca