Complaint Handling

While we always strive to exceed your expectations, it is also equally important that we know when you have a concern with the handling of your account.  We will work to promptly resolve your issue and to retain your confidence – treating clients fairly is integral to our business.  If you have an issue and have been unable to resolve it to your satisfaction with your advisor, we are here to assist and the following outlines our complaint resolution process.

A complaint may be submitted by any client or by another party authorized to act for that client.  If the complaint is being made on behalf of another party, that party must provide evidence of their authority to represent the Harbourfront client.

You can submit your complaint by:                                                                                             

  1. Writing to:
    Harbourfront Wealth Management Inc.
    Attention: Designed Complaints Officer, Compliance Department
    Royal Centre, 1800 – 1055 West Georgia Street, PO Box 11118, Vancouver, BC, V6E 3P3
  1. Emailing: [email protected]
  1. Telephone: 1.877.588.6822 and ask to speak to the Designated Complaints Officer (“DCO”) or the Chief Compliance Officer (“CCO”)

What to include:

While no specific format is required, the following details should be provided:

  1. Your name, account number, and contact information.
  2. If you are an authorized representative, contact information for yourself and for the party you represent.
  3. A description of your complaint, including the name of your Investment Advisor, a chronology of events, and the details of steps already taken to resolve the issue.

Acknowledgment and Review

  • • Harbourfront will send you an acknowledgment letter by mail or email, within five business days of our receipt of your complaint, confirming the name and contact information of the person assigned to your concern.
  • • You will also be provided the Canadian Investment Regulatory Organization of Canada (“CIRO”) brochure “Making a Complaint: A Guide for Investors” and “How Can I get my Money Back? A Guide for Investors” and the investor brochure supplied by the Ombudsman for Banking Services and Investment (“OBSI”).
  • • An investigation of your complaint will be carried out by Harbourfront.
  • • Complaints are responded to as soon as practicable but in any event within 90 days.
  • • A status update will be provided if the investigation is not completed within 90 days and we will keep you informed. 
  • • Once our investigation is complete, we will provide you a written response which will contain: (1) a summary of your complaint, (2) the results of our investigation, (3) our recommendation for resolution, (4) the reasons for our proposed resolution, and (5) the options available to you in the event you are not satisfied with our proposed resolution.
  • • If you are not satisfied with our response, you may pursue the matter with CIRO and escalate to the OBSI.
  • • If you reside in Quebec, you may request that your complaint file be transferred to the Autorite des marches financiers.
  • • The DCO is the person ultimately responsible for the managing your complaint. To escalate matters with respect to the DCO, you may contact the CCO.