Caldwell commits to providing you quality services, which include treating you with respect and considering your best interests. From time to time there may misunderstandings or disputes concerning the services provided to you. You may direct any complaints relating to your account directly to the complaints officer and/or the compliance officer by submitting the complaint to firstname.lastname@example.org. Independent dispute resolution services, in the event of unresolved complaints, is available free of charge and coordinated by Caldwell’s Chief Compliance Officer.
You may direct any complaints relating to the account directly to your Caldwell investment advisor or to our complaints officer and/or the compliance officer by submitting the complaint to email@example.com. We will endeavour to resolve the matter as quickly as possible. Recognizing the potential that you may not be satisfied with our response or proposed resolution, independent dispute resolution services is available free of charge and coordinated by us.
When filing a complaint, you are expected to provide sufficient detail of your concerns including, what went wrong, when it happened and what your expectations are/were. Caldwell will acknowledge receipt of a complaint formally within 10 days of receipt. As soon as practically possible and within 90 days of receiving a complaint, we will provide you with a written assessment detailing the results of our investigation, how we have or propose to remedy the situation (or confirmation of no issue) and an explanation of our position/decision. Should you not be satisfied, you have the ability to seek independent dispute resolution services from the OBSI or from the Autoritè des Marchès Financiers, if you reside in Quebec.
You are able to submit your complaint to the Ombudsman for Banking Services and Investments (OBSI) www.obsi.ca, by email at firstname.lastname@example.org, by phone at 1-888-451-4519 or by fax at 1-888-422-2865. OBSI works confidentially and in an informal manner. OBSI’s recommendations are not binding on you or us. OBSI can recommend compensation of up to a maximum of $350,000. If you agree to their recommendation, you agree to that limit. OBSI services are available within 6 years from the time you first knew, or ought to have known, about an event causing the compliant. You may only file with OBSI following the expiry of 90 days from the time the complaint was first raised with Caldwell directly and within 180 days following our response to your complaint.
If you want to recover more than $350,000, you may want to consider alternatives to resolve your complaint. You have the option to use your own resolution service at your own expense.
For Quebec residents, if you are dissatisfied with how we handled your complaint, you may request your complaint file be forwarded to the Autoritè des Marchès Financiers for examination. The Autoritè des Marchès Financiers may act as a mediator only where it determines, at its sole discretion, it is appropriate to do so.