SUMMARY OF WORLDSOURCE WEALTH MANAGEMENT COMPLAINT HANDLING PROCEDURES
Worldsource Wealth Management (“Worldsource”) has procedures in place to handle any written or verbal complaints received from clients in a fair and prompt manner. This is a summary of those procedures, which we provide to new clients, clients who have filed a complaint and that we also make available on our website at www.worldsourcewealth.com
SUMMARY OF WORLDSOURCE FINANCIAL MANAGEMENT INC. COMPLAINT HANDLING PROCEDURESSUMMARY OF WORLDSOURCE SECURITIES INC. COMPLAINT HANDLING PROCEDURESSUMMARY OF WORLDSOURCE FINANCIAL MANAGEMENT INC. COMPLAINT HANDLING PROCEDURES
How to File a Complaint with Worldsource Financial Management Inc. (“WFM”)
Clients wishing to complain to WFM may make their complaint to our head office at 1-800-341-1013. All complaints are forwarded to qualified compliance or supervisory personnel to be handled. We encourage clients to make their complaint in writing. Written complaints can be submitted by email1 to complaints@worldsourcewealth.com where possible or by fax or mail. Where clients have difficulty putting their complaint in writing, they should advise us so that we can provide assistance. 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.
Worldsource Financial Management Inc.
625 Cochrane Drive, Suite 700
Markham, Ontario L3R 9R9
Tel: 1.800.341.1013
Fax: 905.752.3489
Email: complaints@worldsourcewealth.com
Complaint Handling Procedures
We will acknowledge receipt of complaints promptly, generally within five days. Within the acknowledgement, you will be provided the name and contact information of the Complaints & Investigations Officer responsible for handling the complaint as well as a copy of the “How to Make a Complaint” brochure (the “CIRO Complaints Brochure”).
We review all complaints fairly, taking into account all relevant documents and statements obtained from the client, our records, our advisors, other staff members and any other relevant source. We will communicate with the relevant parties throughout the investigation via phone, mail, email, fax or any other mutually convenient method.
Once our review is complete we provide clients with our substantive response letter. Our response may be an offer to resolve your complaint, a denial of the complaint with reasons or another appropriate response. Our response will summarize your complaint, our findings and will contain a reminder about your options for making a complaint, including guidance on the statutes of limitations, should you wish to pursue the matter further.
We will provide our response as soon as possible within 90 calendar days of receipt of the complaint unless additional time is required where we are waiting for additional information from you, or the case is novel or very complicated. In the case of the latter, you will be notified in writing and provided with both an explanation as to why our response has been delayed along with our best estimate of the time required for completion of our response.
If you are dissatisfied with our investigation or the outcome, you may respond to our letter indicating the issues which you feel were not addressed. We will respond to communications you send us after our response to the extent necessary to implement a resolution or to address any new issues or information you provide. You may also refer to the CIRO Complaints Brochure which will be included with the response. This brochure provides guidance regarding the options available to you should you wish to pursue the matter further and includes guidance on the statutes of limitations.
Settlements
If we offer you a financial settlement, we will ask you to sign a release and waiver for legal reasons.
Contacting WFM
Clients may contact us at any time to provide further information or to inquire as to the status of their complaint, by contacting the individual handling their complaint.
SUMMARY OF WORLDSOURCE SECURITIES INC. COMPLAINT HANDLING PROCEDURES
How to File a Complaint with Worldsource Securities Inc. (“WSI”)
Clients wishing to complain to WSI may make their complaint to our head office at 1.866.740.7277. All complaints are forwarded to qualified compliance or supervisory personnel to be handled. We encourage clients to make their complaint in writing. Written complaints can be submitted by email1 to complaints@worldsourcesecurities.com where possible or by fax or mail. Where clients have difficulty putting their complaint in writing, they should advise us so that we can provide assistance. 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.
Designated Complaints Officer
WSI has a Designated Complaints Officer (“DCO”) who acts in a supervisory capacity over complaints process and may at times be actively involved in the investigation of complaints. Complaints are handled by qualified staff of Compliance department and not by individuals that are the subject of a complaint. Complaints or inquiries on the resolution of a complaint may be addressed to:
Designated Complaints Officer
Worldsource Securities Inc.
625 Cochrane Drive, Suite 700
Markham, Ontario L3R 9R9
Tel: 1.866.740.7277
Fax: 905.415.1812
Email: complaints@worldsourcesecurities.com
Complaint Handling Procedures
WSI will ensure that any complaint received by the client or a person authorized to act on behalf of the client will be investigated fairly, thoroughly, and expeditiously.
We will acknowledge receipt of complaints promptly, within five days. Within the acknowledgement, you will be provided the name and contact information of the Complaints & Investigations Officer responsible for handling the complaint as well as a copy of the “How to Make a Complaint” brochure (the “CIRO Complaints Brochure”).
We review all complaints fairly, taking into account all relevant documents and statements obtained from the client, our records, our advisors, other staff members and any other relevant source. We will communicate with the relevant parties throughout the investigation via phone, mail, email, fax or any other mutually convenient method.
Once our review is complete we provide clients with our substantive response letter. Our response may be an offer to resolve your complaint, a denial of the complaint with reasons or another appropriate response. Our response will summarize your complaint, our findings and will contain a reminder about your options for making a complaint, including guidance on the statutes of limitations, should you wish to pursue the matter further.
We will provide our response as soon as possible within 90 calendar days of receipt of the complaint unless additional time is required where we are waiting for additional information from you, or the case is novel or very complicated. In the case of the latter, you will be notified in writing and provided with both an explanation as to why our response has been delayed along with our best estimate of the time required for completion of our response.
If you are dissatisfied with our investigation or the outcome, you may respond to our letter indicating the issues which you feel were not addressed. 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.
Settlements
If we offer you a financial settlement, we will ask you to sign a release and waiver for legal reasons.
Contacting WSI
Clients may contact us at any time to provide further information or to inquire as to the status of their complaint, by contacting the individual handling their complaint.
1Clients who choose to communicate by email should be aware of possible confidentiality issues regarding internet communications.