Complaint Handling Procedures
Your Satisfaction is Important to Us
In many situations, complaints may be misunderstandings that can be resolved quickly. As a first step, contact your Investment Advisor with your concerns or questions about a specific issue. Following this, if the issue is not resolved to your satisfaction, please detail your complaint to us in writing.
Complaints about the handling of your account by a Clarus Securities Inc. (“Clarus”) employee should be submitted in writing to the following designated complaints officer for Clarus:
Chief Compliance Officer
Clarus Securities Inc.
Exchange Tower, 130 King Street West
Suite 3640, P.O. Box 38
Toronto, ON M5X 1A9
A complaint is generally defined as one of the following: allegations of breach of confidentiality, theft, fraud, misappropriation or misuse of funds or securities, forgery, unsuitable investments, misrepresentation, unauthorized trading, other inappropriate financial dealings with clients and engaging in securities related activities outside of Clarus.
Within five business days of receiving your complaint, Clarus will acknowledge in writing that we have received and have begun to investigate your complaint. When investigating your complaint, we may need to contact you to clarify the nature of the complaint and to obtain further information to help us make an informed decision on the merits of your complaint. As a member of the Canadian Investment Regulatory Organization (CIRO), Clarus is obliged to conduct a thorough investigation and provide you with a final response within 90 days of the receipt of your complaint. On rare occasion, this may take longer. If we are unable to complete our investigation within the 90-day time frame, we will advise you of that fact in writing and will provide an explanation for the delay.
When we have completed our investigation, we will send you a formal, detailed response summarizing our understanding of your complaint. the conclusion we have reached and a thorough explanation of why we have come to that conclusion. We will outline the details of any consequent compensation and will also provide you with a list of your options should you find our conclusion unsatisfactory. For example, further issues can be escalated to CIRO and the Ombudsman for banking services. For more information, please refer to the IIROC brochures provided to you at the time of account opening: (i) Making a Complaint – A Guide for Investors (Part 1 of 2) and (ii), How Can I get My Money Back? A Guide for Investors (Part 2 of Part 2)