Procedure For Filing A Complaint

1. Purpose

WFS Wealth and Financial Strategies is committed to delivering high-quality service and treating clients fairly. If you are dissatisfied with any aspect of your insurance or investment experience, we encourage you to share your concerns. This procedure outlines the steps for submitting a complaint and how it will be handled.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction, whether verbal or written, from a client regarding a product, service, representative, or conduct of the firm that alleges actual or potential harm or loss.

3. How to File a Complaint

You may file a complaint using one of the following methods:

a) In Writing (Recommended)

Please complete the Client Complaint Form and submit it by mail, email, or fax using the contact information provided below.

WFS Wealth and Financial Strategies
303-128 James Avenue,
Winnipeg MB R38 0N8
Attn: Martin Herscovitch – Compliance Department
Email: martin@wfsadvisory.ca
Fax: 204-272-6199

b) By Phone

You may contact us to initiate a complaint:
Phone: 204-202-1224
Business Hours: Monday to Friday, 8:30 AM – 4:30 PM (Winnipeg time)

c) In Person

Clients may also file a complaint directly with their advisor or at a WFS Wealth and Financial Strategies office locations. A written summary will be created and reviewed by our compliance team.

4. Information to Include

To help us address your complaint efficiently, please provide:
– Your full name and contact details
-Account number(s) involved
– Description of the issue, including dates and persons involved
– Copies of relevant documents (e.g., account statements, emails, transaction records)
– Your desired resolution or outcome

5. Acknowledgement and Timeline

Upon receiving your complaint, we will:
– Acknowledge Receipt: Within 5 business days, we will confirm receipt in writing.
– Review and Investigation: We will conduct a thorough review of the matter, including any relevant files, recordings, or discussions with your advisor.
– Resolution: A written summary of our findings and resolution will be provided within 90 calendar days of the complaint being received. If more time is required, we will inform you in writing with an update and the expected resolution date.

6. External Dispute Resolution

If you are not satisfied with the outcome, you may escalate your complaint to HUB, independent external body such as:
– OmbudService for Life & Health Insurance (OLHI): www.olhi.ca
– Canadian Investment Regulatory Organization (CIRO): www.ciro.ca
– Provincial Securities Commissions (if applicable to investment complaints)

Details and referral options will be included in your resolution letter.

7. Record Keeping and Confidentiality

All complaints are handled confidentially and recorded in our internal complaint tracking system for audit and compliance purposes. Your privacy will be respected throughout the process.

8. Escalation to MGA (HUB Financial Inc.)

If you are not satisfied with the resolution provided by WFS Wealth and Financial Strategies, you may escalate your complaint to our Managing General Agency (MGA), HUB Financial Inc. HUB may review the matter to ensure appropriate handling and compliance with regulatory expectations.

Please submit your complaint to HUB using the following contact information:
HUB Financial Inc.
Attn: Compliance Department
Address: HUB Financial Inc. 3700 Steeles Avenue West 10th Floor Woodbridge, ON L4L 8M9
Email: kim.moffatt@hubfinancial.com