Your confidence and trust is very important to us. We want to ensure any problems or concerns that you might have regarding your relationship with RGF Integrated Wealth Management are addressed quickly and fairly. Please contact your financial advisory team and they will make every effort to resolve your issue efficiently and professionally.
If your financial advisory team is not able to satisfactorily resolve your concern, and you would like to make a formal complaint, please contact our Compliance Department in writing at:
Mail: Compliance Department
RGF Integrated Wealth Management
1701 West Broadway
Vancouver, BC V6J 1Y3
Email: [email protected]
In order for us to address your concern effectively, please include the following information in
your correspondence to us:
• Specifics of your concern, including dates and timelines of the issues;
• Names of the advisor or staff person involved;
• Supporting documentation and relevant correspondence;
• How you would like the issue to be resolved.
Upon receipt of a written complaint, the following policies and procedures will be followed by
RGF Integrated Wealth Management.
• All written client complaints will be acknowledged in writing by RGF Integrated Wealth Management within five business days of receipt of the written complaint.
• If the complaint is related to services or investments provided through RGF Wealth Management Ltd., our securities investment firm, we will include a copy of the IIROC’s 'An Investor's Guide to Making a Complaint' brochure with the initial written acknowledgement letter.
• The RGF Integrated Wealth Management advisor or staff person involved in the client complaint will receive a copy of the complaint and be asked to submit a reply along with any information or documentation they have with respect to the complaint.
• RGF Integrated Wealth Management will review and investigate all aspects of the complaint
and provide a substantive response letter to the individual who made the complaint within 90 days of receipt of the written complaint. If the investigation is taking longer than anticipated, we will communicate the status of the investigation to the client advising them of the delay and provide a revised timeline for delivery of the substantive response letter.
• The investigation by RGF Integrated Wealth Managementwill consider all relevant facts, documentation and available information in assessing the complaint. Each complaint will be looked at objectively and will be considered individually on its own merits. The client making the complaint may be contacted during the investigation for clarification or additional information required to resolve the
complaint.
• Once the investigation is completed, we respond to you in writing by regular mail.
• The response letter will include a summary of the complaint,RGF Integrated Wealth Management’s decision on the complaint and the reasons for the decision.
If you are not satisfied with our response after the complaint process outlined above has been
followed, the additional options listed below are available to you.
For services or investments provided through our securities investment firm, RGF Wealth ManagementLtd.:
1. Making a complaint to the Investment Industry Regulatory Organization of Canada’s (IIROC’s) Enforcement Department – www.iiroc.ca
2. Submitting your complaint to the Ombudsman for Banking Services and Investments (OBSI) – www.obsi.ca
3. Arbitration as outlined in the brochure entitled An Investor's Guide to Making a Complaint, a copy of which would have been sent to you with our initial response letter.
For services or investments, such as segregated & pooled funds, and GICs held directly with the issuing institution, and insurance, provided through RGF Wealth Management Ltd.:
1. Contact the Insurance Council of British Columbia www.insurancecouncilofbc.com
2. Submitting your complaint to the Ombudsman for Banking Services and Investments (OBSI) - www.obsi.ca
3. Make a complaint to the Financial Institutions Commission (FICOM) - www.fic.gov.bc.ca/complaintsinquiries/default.htm