Legal Disclaimer and Complaint Resolution
Fernhill Financial Corporation (Fernhill) represents different companies. As an independent provider of financial services we are not obligated to refer or recommend any product or service to our clients over any other product or service and any company whose products we utilize will be identified. The nature and extent of Fernhill's interest and our Representative's interest in any company or its product line is none and vice versa. The Financial Institutions Act prohibits any person or corporation from requiring you to transact additional or other business with any other person or corporation as a condition of any transaction.
This material is provided for information purposes only and is not to be construed as an offer to sell or a solicitation to buy any securities and is not intended to provide individual financial, investment, tax, legal or accounting advice. Although this material has been compiled from sources believed to be reliable, we cannot guarantee its accuracy or completeness. All opinions expressed and data provided herein are subject to change without notice.
Commissions, trailing commissions, management fees and expenses, may all be associated with various investments. Not all investments are guaranteed, values may change and past performance may not be repeated. Please consult your Fernhill Advisor and read any applicable prospectuses, fund fact sheets, information folders or contracts before investing.
Website links provided by Fernhill are for convenience only and no endorsement or approval of any product, service or information is expressed or implied by any information, material or content from those websites. Fernhill and its respective officers, directors, employees, agents and representatives will not be responsible in any manner for direct, indirect, special or consequential damages or losses whatsoever arising out of the use of this website or the website links provided.
It is a Fernhill policy that, unless required by law, any confidential information obtained regarding clients and their affairs will not be passed on to any other company or individual without first obtaining the expressed consent of the client.
Users of this website may not reproduce any information, in whole or in part, in any manner whatsoever, including electronic reproduction, without Fernhill's prior written consent.
Copyright © 2013 Fernhill Financial Corporation
SUMMARY OF COMPLAINT HANDLING PROCEDURES
Fernhill Financial 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 or clients should they file a complaint.
The Client Complaint Information Form
We also provide new clients and clients who complain with separate information called the Client Complaint Information Form (“CCIF”) that provides general information about their options for making a complaint.
How to File a Complaint with Fernhill Financial
Clients wishing to complain to us may make their complaint to our head office by contacting the Chief Compliance Officer or to any branch manager or representative of our company. All complaints are forwarded to qualified staff to be handled. We encourage clients to make their complaint in writing or by email1 where possible. 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.
Complaint Handling Procedures
We will acknowledge receipt of complaints promptly, generally within five (5) days. We review all complaints fairly, taking into account all relevant documents and statements obtained from the client, our records, our representative(s), other staff members and any other relevant source. Once our review is complete we provide clients with our response, which will be in writing. 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 allegations2, our initial acknowledgement will include copies of this summary and the CCIF. Our response will summarize your complaint, our findings and will contain a reminder about your options with the Ombudsman for Banking Services and Investments.
We will generally provide our response within ninety days, unless we are waiting for additional information from you, or the case is novel or very complicated.
Contacting Fernhill Financial
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 or by contacting the Chief Compliance Officer at head office.
1. Clients who choose to communicate by email should be aware of possible confidentiality issues regarding internet communications.
2. As defined in the policies of the Mutual Fund Dealers Association of Canada of which we are a Member.