Resolving your concerns
We are committed to taking your complaints seriously, handling them appropriately and providing you with a high standard of customer service. We are proud of our reputation and encourage you to tell us if you think we have been unsuccessful in dealing with you properly and fairly in any aspect of our business.
The CWB Group of companies is required to adhere to certain standards in dealing with the public. These standards include how we handle client complaints. Learn more about our steps for resolving your concerns below:
1. Talk to your portfolio manager.
We encourage clients to raise questions or concerns with their portfolio manager as soon as they arise. Portfolio managers will make every effort to resolve the concern immediately.
2. Contact the Chief Compliance Officer.
If you are unable to contact your portfolio manager, or your portfolio manager has been unable to sufficiently address your concerns, contact the Chief Compliance Officer. The Chief Compliance Officer at Adroit Investment Management is Linnea McKercher.
3. Contact the Ultimate Designated Person.
If you concerns are still unresolved, you can contact Maria Holowinsky, the Ultimate Designated Person for resolution or mediation within Adroit Investment Management.
4. Contact the OBSI.
If you concerns are still unresolved, or you have not received proper resolution to your written complaint within 90 days, you can contact the Ombudsman for Banking Services and Investments (OBSI) for their independent resolution or mediation services:
Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, Ontario M5H 2Y4
Toll-free phone: 1.888.451.4519
Toll-free fax: 1.888.422.2865