Complaint Handling Process
The Client Complaint Information Form
We also provide new clients and clients who complain with separate information (or “separate documents”) called the Client Complaint Information Form (“CCIF”) that provides general information about their options for making a complaint.
How to File a Complaint with Keybase Financial Group
Clients wishing to complain to Keybase Financial Group Inc. may make their complaint to our head office by contacting the Complaint Officer by:
- Email to [email protected], 1 or by
- Faxing to 905-709-7022 (Attn: Complaint Officer)
- Mailing to the attention of Complaint Officer
101- 1725 16th Ave., Richmond Hill,
ON. L4B 0B3.
We encourage clients to make their complaint in writing where possible. Where 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 express written authorization to deal with us.
Complaint Handling Procedures
We will acknowledge receipt of complaints promptly, generally within five (5) days. We review all complaints fairly, taking into account all relevant documents and statements obtained from the client, our records, our advisor, 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, a denial of the complaint with reasons or another appropriate response. Where the complaint relates to certain serious allegations2, 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 the Ombudsman for Banking Services and Investments. 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 Keybase Financial Group 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 the Complaint Officer.
- Clients who choose to communicate by email should be aware of possible confidentiality issues regarding internet communications.
- As defined in the Policies of the Mutual Fund Dealers Association of Canada of which Keybase Financial Group Inc. is a Member.