Raymond James Ltd.
Raymond James Ltd. is a full-service investment dealer that offers commission,
fee-based, and discretionary managed accounts and trading services for a
variety of securities including equities, bonds, mutual funds, new issues, and
derivatives. Raymond James Ltd. is regulated by the Canadian Investment
Regulatory Organization (CIRO) and is a Member of the Canadian Investor
Protection Fund.
If your complaint relates to investment management services or a brokerage
account where you have a relationship with a Raymond James advisor, please see
see below.
How to Resolve a Complaint
There are several resources available to you if you wish to make a complaint.
Help us understand the issue by using the following steps:
Step 1:
In many cases, your complaint can be resolved by speaking with your Raymond
James advisor or branch manager. You will find their contact information on
your account statement.
Step 2:
If you think your Raymond James advisor has acted improperly, breached their
regulatory obligations, or if you are not satisfied after step 1, you may file
a complaint with the Designated Complaints Officer. To file a complaint with
the Designated Complaints Officer, send a letter describing the issue to one
of the following:
-
By Email To:
clientconcerns@raymondjames.ca
-
By Mail To:
-
Raymond James Ltd.
Attn: Compliance Department - Designated Complaints Officer
Suite 2100 - 925 West Georgia Street
Vancouver, BC
V6C 3L2
If you provide a written complaint, it will be acknowledged within five
business days of receipt and a written response will be provided within ninety
calendar days of receipt (if you live in Quebec, within sixty calendar days of
receipt).
If you cannot submit your complaint in writing, call
1-888-299-0209 and leave us a voicemail. We will
return your call within two business days.
Step 3:
If, after taking the first two steps, you are not satisfied with our response,
there are other resolution options available to you, including:
-
The Ombudsman for Banking Services and Investments (OBSI). OBSI can be
reached at
www.obsi.ca
or 1-888-451-4519 and must be contacted within
180 days of receiving the final Raymond James Ltd. response to your
complaint;
-
If you live in Québec, the Autorité des marchés
financiers (AMF). The AMF can be reached at
www.lautorite.qc.ca
or 1-877-525-0337;
- Arbitration;
-
Submitting a regulatory complaint to the Canadian Investment Regulatory
Organization of Canada; and
- Litigation/civil action.
Complaint Handling Procedures
At Raymond James Ltd. our goal is to deal with complaints in an effective,
fair, and prompt manner.
Raymond James Ltd. has appointed a Designated Complaints Officer (DCO) to
oversee the handling of all client complaints related to misconduct in the
handling of your investment accounts.
If your complaint is related to misconduct in the handling of your investment
account, your Raymond James advisor or branch manager may need to forward it
to the DCO.
The DCO will arrange for you to be sent a written acknowledgement, generally,
within five business days of receiving your complaint. The acknowledgement
letter will include the name of the individual reviewing your complaint and
how to contact them, a summary of our complaint handling process, and other
resolution options available to you if you are not satisfied with our
response. The acknowledgement will also include the Canadian Investment
Regulatory Organization of Canada brochure, How to Make a Complaint.
Our complaint handling process includes a factual investigation and analysis
of the matters specific to the complaint. As part of our investigation, we
review account documentation and obtain comments from your advisor. We may
also request additional information from you.
After the investigation is completed, a written response will be sent to you.
The response will include a summary of your complaint, the details of our
investigation, a final decision, and options available to you if you are not
satisfied with the response. You will receive the response within ninety
calendar days of receipt (if you live in Quebec, within sixty calendar days of
receipt) or we will send you a letter explaining the reasons for the delay and
the new estimated time of completion.
Raymond James Financial Planning Ltd.
Raymond James Financial Planning Ltd. (“RJFP”) offers insurance products and
services. RJFP acts as a life insurance agency in connection with the sale of
insurance products in all provinces except Quebec. In the province of Quebec,
RJFP is licensed as a financial services firm. Certain financial planning
services are also available through RJFP.
If your complaint relates to an insurance product or service where you have a
relationship with a Raymond James advisor or insurance agent (Financial
Security Advisor in Quebec), please see below.
How to Resolve a Complaint
At Raymond James, your satisfaction matters to us. If we fall short of your
expectations or if you’ve had difficulty getting an issue resolved, please let
us know so we can address your concerns as quickly as possible.
If you have a complaint, please follow these steps:
Step 1:
In many cases, your complaint can be resolved by speaking with your advisor or
agent.
Step 2:
If you are not satisfied with the resolution provided by the advisor or agent,
you can contact our Designated Complaints Officer at:
-
By Email To:
clientconcerns@raymondjames.ca
-
By Mail To:
-
Raymond James Financial Planning Ltd.
Attn: Compliance Department - Designated Complaints Officer
Suite 2100 - 925 West Georgia Street
Vancouver, BC
V6C 3L2
Yor complaint will be acknowledged within five business days of receipt and a
written response will be provided within ninety calendar days of receipt (if
you live in Quebec, within sixty calendar days of receipt).
What to include with your complaint
When submitting or escalating a complaint for review, please provide the
following:
-
Details of your complaint, including an explanation of what happened, when
it happened, and the names of the individuals involved.
- All relevant documents related to your complaint.
- The resolution you are seeking.
The information you provide will help the person reviewing your complaint to
fully understand the situation and ensure your concerns are properly
addressed.
Step 3 - For Insurance Complaints:
If, after taking the first two steps, you are not satisfied with our response,
there are other resolution options available to you, including:
- Speaking with the insurance carrier directly.
-
The OmbudService for Life and Health Insurance (OLHI). OLHI is a national
independent complaint resolution and information service for consumers of
Canadian life and health insurance products and services, including life,
disability, employee health benefits, travel and insurance investment
products such as annuities and segregated funds
-
Contact the OLHI
OmbudService for Life and Health Insurance
20 Adelaide St. East, Suite 802, P.O. Box 29,
Toronto, Ontario M5C 2T6
Phone: 1-888-295-8112
Website:
www.olhi.ca
-
If you live in Québec, the Autorité des marchés financiers (AMF).
-
Contact the AMF
Autorité des marchés financiers
800 square Victoria, 22e étage
CP 246, Tour de la Bourse
Montréal, QC H4Z 1G3
Phone: 1-877-525-0337
Website:
www.lautorite.qc.ca
-
For consumer provision complaints, The Financial Consumer Agency of Canada
(FCAC). FCAC supervises federally regulated financial institutions to ensure
they comply with federal consumer protection laws (or “consumer
provisions”). There are various consumer provisions that apply to financial
institutions including the requirement to have a complaint handling
procedure in place that is available to the public. The FCAC does not
provide compensation or address individual disputes. It will review whether
a financial institution has complied with the FCAC requirements.
-
For more information about the FCAC, including a listing of consumer
provisions that apply to us, please contact the FCAC directly.
Step 3 - For Financial Planning Complaints:
If, after taking the first two steps, you are not satisfied with our response,
there are other resolution options available to you, including:
-
Contacting FP Canada Standards Council through their website;
FP Standards Council Complaints. If your complaint falls outside of the Standards Council’s jurisdiction,
you may wish to contact other oversight bodies listed at the above mentioned
website.
-
If you live in Québec, the Autorité des marchés financiers (AMF).
-
Contact the AMF
Autorité des marchés financiers
800 square Victoria, 22e étage
CP 246, Tour de la Bourse
Montréal, QC H4Z 1G3
Phone: 1-877-525-0337
Website:
www.lautorite.qc.ca
Complaint Handling Procedures
At Raymond James, our goal is to deal with complaints in an effective, fair,
and prompt manner.
Raymond James Financial Planning Ltd. will send you a written acknowledgement,
generally, within five business days of receiving your complaint. The
acknowledgement letter will include the name of the individual reviewing your
complaint and how to contact them, a summary of our complaint handling
process, and other resolution options available to you if you are not
satisfied with our response.
Our complaint handling process includes a factual investigation and analysis
of the matters specific to the complaint. As part of our investigation, we
review documentation related to your insurance product or service and obtain
comments from your advisor or agent. We may also request additional
information from you.
After the investigation is completed, a written response will be sent to you.
The response will include a summary of your complaint, the details of our
investigation, a final decision, and options available to you if you are not
satisfied with the response. You will receive the response within ninety
calendar days of receipt (if you live in Quebec, within sixty calendar days of
receipt) or we will send you a letter explaining the reasons for the delay and
the new estimated time of completion.
The information provided pertains to concerns related to Raymond James
Financial Planning Ltd. You are currently on the Raymond James Ltd. website.
Raymond James Investment Counsel Ltd.
Raymond James Investment Counsel Ltd. (RJIC) provides investment advice and
performs investment activities on a fully discretionary basis. RJIC is
registered as a portfolio manager and investment fund manager with the
securities regulators in the provinces of Alberta, British Columbia, Manitoba,
New Brunswick, Nova Scotia, Ontario, Québec, and Saskatchewan.
If your complaint relates to a discretionary investment management services
account where you have a relationship with a RJIC portfolio manager, please
see below.
How to Resolve a Complaint
There are several resources available to you if you wish to make a complaint.
Help us understand the issue by using the following steps:
Step 1:
In many cases, your complaint can be resolved by telling your Raymond James
Investment Counsel Ltd. (RJIC) portfolio manager and/or associate portfolio
manager about it. You will find their contact information on your account
statement.
Step 2:
If you think your RJIC portfolio manager and/or associate portfolio manager
has acted improperly, breached their regulatory obligations, or if you are not
satisfied after step 1, you may file a complaint with the RJIC Chief
Compliance Officer. To file a complaint with the Chief Compliance Officer,
send a letter describing the issue to one of the following:
-
By Email To:
clientconcerns@raymondjames.ca
-
By Mail To:
-
Raymond James Investment Counsel Ltd.
Attn: Chief Compliance Officer of RJIC
Suite 2100 - 925 West Georgia Street
Vancouver, BC
V6C 3L2
If you provide a written complaint, it will be acknowledged within five
business days of receipt and a written response will be provided within ninety
calendar days of receipt (if you live in Quebec, within sixty calendar days of
receipt).
If you cannot submit your complaint in writing, call
1-888-299-0209 and leave us a voicemail. We will
return your call within two business days.
Step 3:
If, after taking the first two steps, you are not satisfied with our response,
there are other resolution options available to you, including:
-
The Ombudsman for Banking Services and Investments (OBSI). OBSI can be
reached at
www.obsi.ca
or 1-888-451-4519 and must be contacted within
180 days of receiving the final Raymond James Investment Counsel Ltd.
response to your complaint;
-
If you live in Québec, the Autorité des marchés
financiers (AMF). The AMF can be reached at
www.lautorite.qc.ca
or 1-877-525-0337;
- Arbitration; and
- Litigation/civil action.
Complaint Handling Procedures
At Raymond James our goal is to deal with complaints in an effective, fair,
and prompt manner.
Raymond James Investment Counsel Ltd. has appointed a Chief Compliance Officer
(CCO) to oversee the handling of all client complaints related to misconduct
in the handling of your investment accounts.
If your complaint is related to misconduct in the handling of your investment
account, your Raymond James Investment Counsel Ltd. Portfolio and/or associate
portfolio manager must forward it to the CCO.
The CCO will arrange for you to be sent a written acknowledgement, generally,
within five business days of receiving your complaint. The acknowledgement
letter will include the name of the individual reviewing your complaint and
how to contact them, a summary of our complaint handling process, and other
resolution options available to you if you are not satisfied with our
response.
Our complaint handling process includes a factual investigation and analysis
of the matters specific to the complaint. As part of our investigation, we
review account documentation and obtain comments from your portfolio manager.
We may also request additional information from you.
After the investigation is completed, a written response will be sent to you.
The response will include a summary of your complaint, the details of our
investigation, a final decision, and options available to you if you are not
satisfied with the response. You will receive the response within ninety
calendar days of receipt (if you live in Quebec, within sixty calendar days of
receipt) or we will send you a letter explaining the reasons for the delay and
the new estimated time of completion.
The information provided pertains to concerns related to Raymond James
Investment Counsel Ltd. You are currently on the Raymond James Ltd. website.
To be redirected to the
Raymond James Investment Counsel Ltd. site, please click here.
Raymond James (USA) Ltd
Raymond James (USA) Ltd. (RJLU or Firm) is a Canadian based U.S. broker-dealer
and registered investment advisory firm that offers specialized advice for the
cross-border investment needs of Americans residing in Canada and Canadians
residing in the U.S.
RJLU is a member of the Raymond James family of companies and is 100% owned by
Raymond James Ltd., which is the Canadian subsidiary of Raymond James
Financial, Inc.
RJLU is a member of the Financial Industry Regulatory Authority (FINRA) and of
the Securities Investor Protection Corporation (SIPC).
How to Report a Concern or Feedback
Your satisfaction matters to us. If we fall short of your expectations or if
you’ve had difficulty getting an issue resolved, please let us know so we can
address your concerns as quickly as possible.
You may reach us using:
-
Email:
compliance@rjlu.com
-
Post:
-
Attn: Manager, RJLU Compliance
Raymond James (USA) Ltd.
925 West Georgia Street, Suite 2100
Vancouver, BC V6C 3L2
Canada
The information provided pertains to concerns related to Raymond James (USA) Ltd. You are currently on the Raymond James Ltd. website. To be redirected to the Raymond James (USA) Ltd. site, please click here.
Solus Trust Company
Solus Trust Company provide professional estate and trust services to
individuals and their families such as trustee, power of attorney and executor
services.
If your complaint relates to fiduciary or agency services where you have a
relationship with Solus Trust Company, please see below.
How to Resolve a Complaint
There are several resources available to you if you wish to make a complaint.
Help us understand the issue by using the following steps:
Step 1:
In many cases, your complaint can be resolved by telling your or trust officer
or trust advisor about it. You will find their contact information on your
account statement.
Step 2:
If you think someone at Solus Trust Company or Raymond James Trust (Québec)
Ltd., has acted improperly, breached their regulatory obligations, or if you
are not satisfied after step 1, you may file a complaint with the Designated
Complaints Officer. To file a complaint with the Designated Complaints
Officer, send a letter describing the issue to one of the following:
-
Email:
clientconcerns@solustrust.ca
-
By Mail To:
-
Solus Trust Company
Attn: Compliance Department - Designated Complaints Officer
Suite 2100 - 925 West Georgia Street
Vancouver, BC
V6C 3L2
If you provide a written complaint, it will be acknowledged within five
business days of receipt and a written response will be provided within ninety
calendar days of receipt (if you live in Québec, within sixty calendar days of
receipt).
If you cannot submit your complaint in writing, call
1-888-299-0209 and leave us a voicemail. We will
return your call within two business days.
Step 3:
If, after taking the first two steps, you are not satisfied with our response,
there are other resolution options available to you, including:
-
The Ombudsman for Banking Services and Investments (OBSI). OBSI can be
reached at www.obsi.ca or
1-888-451-4519
and must be contacted within 180 days of receiving our final response to
your complaint;
-
If you live in Québec, the Autorité des marchés financiers (AMF). The AMF
can be reached at
www.lautorite.qc.ca
or 1-877-525-0337;
-
If your account is with Solus Trust Company, the Financial Consumer Agency
of Canada (FCAC) can be reached at
www.fcac-acfc.gc.ca
or 1-866-461-3222.
Complaint Handling Procedures
At Solus Trust Company our goal is to deal with complaints in an effective,
fair, and prompt manner.
We have appointed a Designated Complaints Officer (DCO) to oversee the
handling of all client complaints related to misconduct in the handling of
your investment accounts.
If your complaint is related to misconduct in the handling of your account,
your trust officer or trust advisor may need to forward it to the DCO.
The DCO will arrange for you to be sent a written acknowledgement, generally,
within five business days of receiving your complaint. The acknowledgement
letter will include the name of the individual reviewing your complaint and
how to contact them, a summary of our complaint handling process, and other
resolution options available to you if you are not satisfied with our
response.
Our complaint handling process includes a factual investigation and analysis
of the matters specific to the complaint. As part of our investigation, we
review account documentation and obtain comments from your trust officer or
trust advisor. We may also request additional information from you.
After the investigation is completed, a written response will be sent to you.
The response will include a summary of your complaint, the details of our
investigation, a final decision, and options available to you if you are not
satisfied with the response. You will receive the response within ninety
calendar days of receipt (if you live in Québec, within sixty calendar days of
receipt) or we will send you a letter explaining the reasons for the delay and
the new estimated time of completion.
The information provided pertains to concerns related to Solus Trust Company.
You are currently on the Raymond James Ltd. website. To be redirected to the
Solus Trust site, please click here.
