Client Concerns

Information for Clients of Raymond James Ltd.'s and Raymond James Financial Planning Ltd. (collectively “Raymond James”).

Complaint Resolution Policy:

Raymond James has procedures in place to handle any written or verbal complaint received in a fair and prompt manner. This is a summary of those procedures, which is provided to new clients and those who have filed a complaint.

Raymond James policy is to request that all complaints be filed in writing. There may be instances where Raymond James receives a verbal complaint from a client which will warrant the same treatment as a written complaint. However, unless it is totally impractical or if there are other compelling reasons not to, clients will normally be advised that we will require their complaint in writing before we can proceed any further. 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.

Raymond James has appointed a Designated Complaints Officer to oversee client concerns.

How to Contact the Designated Complaints Officer:

Your concern and supporting documents can be submitted by the following methods:

By Calling our Toll Free Number:

1-888-299-0209

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 

We acknowledge complaints promptly, generally within 5 business days. Within the acknowledgement, you will be provided the name and contact information of the Complaints & Investigations Officer responsible for handling the complaint and, if you are a Raymond James Ltd. client, you will receive the brochures titled "Making a Complaint: A Guide for Investors" and "How Can I Get My Money Back: A Guide for Investors".

Assessing the Complaint:

The Complaints & Investigations Officer will conduct a factual investigation and analysis of the matters specific to the complaint. In order to accomplish this, we will gather information including comments from your Advisor addressing the issues raised in the complaint, copies of documentation completed, and any other documentation which may be available (eg. notes, e-mails, etc.). The Complaints & Investigations Officer will review all documentation as well as the comments of both the client and Advisor to assess the merits of the complaint. Additional analysis may be necessary, depending on the nature of the complaint.

Conclusion:

Once the investigation has been completed, a written summary of our findings will be prepared and forwarded to you within 90 calendar days. In the event that additional time is required, 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 written response addressing your concerns, you may respond to our letter indicating the issues which you feel were not addressed. You may also refer to the brochures titled "Making a Complaint: A Guide for Investors" and "How Can I Get My Money Back: A Guide for Investors" which will be included with our written response. These brochures provide guidance regarding the options available to you should you wish to pursue the matter further and include guidance on the statutes of limitations.

If you are a Raymond James Ltd. client, you may also refer to the brochures titled "Making a Complaint: A Guide for Investors" and "How Can I Get My Money Back: A Guide for Investors" which will be included with our written response. These brochures provide guidance regarding the options available to you should you wish to pursue the matter further and include guidance on the statutes of limitations.

Raymond James Ltd. is regulated by the Canadian Investment Regulatory Organization ("CIRO") and is a Member of the Canadian Investor Protection Fund. 3Macs, MacDougall, MacDougall & MacTier and Raymond James Correspondent Services are divisions of Raymond James Ltd. Raymond James Ltd. is an integrated financial services firm. Its subsidiaries, Raymond James Investment Counsel Ltd., Raymond James Financial Planning Ltd. and Raymond James (USA) Ltd. are not regulated by CIRO and are not Members of the Canadian Investor Protection Fund. Raymond James Ltd.’s trust services are offered by Solus Trust Company ("STC”). STC is an affiliate of Raymond James Ltd. and provides trust services across Canada. STC is not a Member of the Canadian Investor Protection Fund. Please consult each subsidiary’s webpages for applicable corporate, regulatory or membership information.
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