TFP Policy for Resolving Complaints and Other Issues
PLEASE CONTACT US AND LET US KNOW HOW WE CAN HELP YOU.
We’re dedicated to your satisfaction, but on occasion issues or complaints may arise. When that happens we’re determined to help you resolve it quickly and inform you of your rights.
It’s advised that you contact us as soon as possible. We suggest that if sensitive information is involved, for your security, you consider a method other than email.
You can contact us at:
TFP Investment Counsel Corp.
Attn. Chief Compliance Officer
1401 – 675 West Hastings Street
Vancouver, BC, V6B 1N2
Our objective is to address problems as quickly as possible. Help by telling us what went wrong, when it happened, and how you would like the matter resolved.
We’ll acknowledge receipt in writing, typically within 5 business days, and let you know if we need more information or clarification.
Decisions are made within 90 days of receipt and you’ll be notified in writing. If for any reason resolution requires more time, you’ll be advised of that along with revised dates.
In the event you aren’t satisfied with our resolution, you may be eligible for help with dispute resolution from the Ombudsman for Banking Service and Investments (OBSI). This service is free to consumers and investors across Canada. Some conditions apply, so please visit the OBSI site for more details.
To learn more about your OBSI options, contact information is provided below.
We’ll do everything in our power to achieve the fair and proper resolution of any dispute, but remind you that you are also free to seek legal remedy at your own expense.