Co-operators Financial Investment Services Inc.

The Client Complaint Information Form

We provide those who complain with a separate document called the Client Complaint Information Form (“CCIF”), that provides general information about options for making a complaint.

Complaint resolution process

Step 1: Let us know

If you have a complaint about our services or a product, contact us at:

Tell us what went wrong, when it happened and what you expect - for example, money back, an apology or account correction. Let us know if you have difficulty putting your complaint in writing so we can assist. 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.

All complaints are forwarded to qualified compliance or supervisory personnel to be handled. We will acknowledge your complaint in writing, typically within 5 business days of receiving your complaint. We review complaints considering all relevant documents and statements obtained from you, as well as our records, our Mutual Fund Investment Specialists, other staff members and any other relevant sources. We may ask you to provide clarification or more information to help us resolve your complaint. You may contact us at any time to provide further information or to inquire on the status of your complaint by contacting the individual handling your complaint or by contacting CFIS_complaints@cooperators.ca.

We normally provide our decision in writing, within 90 days of receiving a complaint. It will include a summary of the complaint, the results of our investigation, and an explanation of our decision. Our response may be an offer to resolve your complaint, a denial of the complaint with reasons or another appropriate response. Where the complaint relates to certain serious allegations¹, our initial acknowledgement will include copies of this summary and the CCIF. If we offer you a financial settlement, we may ask you to sign a release and waiver for legal reasons. If we cannot provide you with our decision within 90 days, we will inform you of the delay, explain why our decision is delayed, and give you a new date for our decision. 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.

Step 2: Contact the Ombudsman for Banking Services and Investments

If we are not able to resolve your concerns to your satisfaction, you may be eligible for the independent dispute resolution service offered by the Ombudsman for Banking Services and Investments (OBSI).

The Canadian Investment Regulatory Organization (CIRO) is the self-regulatory organization in Canada to which Co operators Financial Investment Services Inc. belongs. You may make a complaint to the CIRO at any time.

Contact the CIRO at:

¹As defined in the Policies of the Canadian Investment Regulatory Organization of which Co-operators Financial Investment Services Inc. is a Member.