Dispute handling procedures
At 1832 Asset Management LP (PIC), we pride ourselves on the quality of the products and service we deliver to our clients. However, instances may arise where there are problems with your accounts or your requests. When a problem occurs, the earlier you contact us, the faster we can begin working on a solution. In order to facilitate resolving your concern, we recommend you follow these suggestions:
- Gather all supporting documents and relevant information regarding your concern.
- Pay special attention to the dates of the occurrence and the names of the employees involved.
- Clearly define what action you would like us to take.
- Please keep in mind that requests which you wish us to formally address or correct must be in writing.
Our goal is to be able to resolve all member issues and concerns through our own internal escalation processes. However, should a situation not be resolved to your satisfaction through our own internal means, we have also included information for external dispute resolution resources.
Please let us know when we have not met your expectation so that we can improve our products and services to meet your needs.
Contact
Your PIC Portfolio Manager
Alternatively, you can send your complaint directly to
Regulatory Complaints and Investigations Department
4 King Street West, 12th Floor
Toronto, ON M4H 1A1
Email: piccomplaints@scotiabank.com
1832 PIC will investigate your complaint and respond back to you with the results of the investigation, in most cases, within 90 days (and within 60 days where the complainant is a resident of Quebec) of receipt of the complaint.
If you are not satisfied with the response, you may refer your complaint to
Customer Complaints Appeals Office (CCAO)
44 King Street West
Toronto, ON
M5H 1H1
1 800 785-8772 | Fax: 1 866 787-7061
Email: ccao@scotiabank.com
If you are not satisfied with the Customer Complaints Appeals Office response, you can escalate your complaint to the following external resolution resource
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
Toronto, ON
M5H 3R3
1 888 451-4519
Email: ombudsman@obsi.ca
You may also escalate to OBSI directly without referring to the CCAO if you are not satisfied with our initial complaint response or if we did not respond to your complaint within 90 days (and within 60 days where the complainant is a resident of Quebec).
For residents of Quebec, if you are not satisfied with our initial complaint response, you may refer your complaint to
Authorité des marchés financiers (AMF)
Place de la Cité Tour Cominar
2640, Laurier Boulevard, bureau 400
Québec (Québec) G1V 5C1
1 418 525-0337
www.lautorite.qc.ca