Complaint Resolution Policy
Solus Trust Company and Raymond James Trust (Québec) Ltd. (RJ Trust Québec) have procedures in place to handle any written or verbal complaint received in a fair and prompt manner. This is a summary of those procedures.
Solus Trust Company and RJ Trust Québec policies are to request that all complaints be filed in writing. There may be instances where a verbal complaint may be received 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.
Both entities have appointed their Chief Compliance Officer as the Designated Complaints Officer.
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:
By Mail To:
Solus Trust Company
Attn: Designated Complaints Officer
Suite 2100 - 925 West Georgia Street
Vancouver, BC V6C 3L2
By Fax To:
Attn: Solus Trust Company - Designated Complaints Officer
Fax number is: (604) 654-7238
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.
Assessing the Complaint
The Designated Complaints Officer will conduct a factual investigation and analysis of the matters specific to the complaint. In order to accomplish this, we will gather information addressing the issues raised in the complaint, copies of documentation completed, and any other documentation that may be available (e.g., notes, e-mails, etc.). The Designated Complaints Officer will review all documentation 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 you feel were not addressed. You may also request that your file to be transferred to the Ombudsman for Banking Services and Investments (OBSI). If you are a resident of Québec, you may request that your file be transferred to the Autorité des marchés financiers. If you are resident outside of Québec, you may ask that your file be reviewed by the Financial Consumer Agency of Canada (FCAC) at the contacts below.
OBSI20 Queen Street West, Suite 2400
P.O. Box 8
Toronto (Ontario) M5H 3R3
ombudsman@obsi.ca
Telephone: 1-888-451-4519
Fax: 1-888-422-286
Direction des plaintes et de l’indemnisation
Place de la Cité, tour Cominar 2640, boulevard Laurier, bureau 400
Québec (Québec) G1V 5C1
Telephone: 1-877-525-0337
Fax: 1-877-285-4378
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa (Ontario) K1R 1B9
Telephone: 1-866-461-3222