Our goal is to satisfy our clients. For those times that there may be a concern or complaint, we follow the procedures described below.
How to Submit a Complaint
We prefer to receive complaints in writing to help ensure that we can fully understand and address the concerns. If we receive a verbal complaint that warrants being treated in the same manner as a written complaint, we will ask the client to confirm the information in writing unless there are reasons that they cannot do so. For reasons of confidentiality we will deal only with the client or with another individual who has the client’s express written authorization to submit and deal with the complaint on the client’s behalf.
A written complaint and supporting documentation may be:
- Mailed to:
Belay Wealth Inc.
Compliance Department – Complaints
#111, 8855 Macleod Trail S.
Calgary, AB T2H 0M2
- Sent by facsimile to:
Attn: Compliance Department – Complaints
Fax: (587) 390-2439
- Sent by e-mail to firstname.lastname@example.org (please note that you shouldn't send confidential information by email since email communication is not secure)
You may also submit a complaint by using the form on the Contact page of Belay's website.
If you submit a complaint, we ask that you provide: the name of your advisor; details of the issue or complaint and copies of all supporting documentation; and your contact information.
Our goal is to acknowledge complaints within five business days. The acknowledgement will include the name and contact information of the Compliance Officer responsible for handling the complaint as well as a copy of the Mutual Fund Dealers Association (MFDA) Client Complaint Information Form, which is also reproduced below.
Assessing the Complaint
Our objective when handling a complaint is to make an objective assessment of the facts with a view to being fair to everyone involved.
A Compliance Officer will conduct a factual investigation and analysis of the matters specific to the complaint. To accomplish this, we will gather information which may include a written response from the advisor addressing issues raised in the complaint, copies of account documentation completed (KYC and trade forms) and any other documentation which may be available, such as notes and e-mails. The Compliance Office may also ask to speak with you or ask for further written information from you. The Compliance Officer will review all documentation as well as the comments of both the client and the advisor to assess the merit of the complaint. Additional analysis may be necessary, depending on the nature of the complaint.
Our goal is to complete the investigation and to send you a written summary with our conclusions within 90 calendar days of receiving the complaint. We will notify you in writing if we need additional time for the investigation and provide an explanation of the additional time requirement along with our best estimate about when we will be able to complete the investigation.
With our conclusions, we will either offer to resolve your complaint or deny it. If we offer you a financial settlement, we will ask you to sign a standard release and waiver for legal reasons. We will also give you information about your options if you are not satisfied with our response.
MFDA Complaint Information
The MFDA requires clients to receive the information below at account opening. We will also send a copy of it with a complaint acknowledgement letter and a conclusion letter.
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: