Client Complaint Policy

How to share your concerns

If we fall short of these high standards, we would like to hear from you - we take your feedback seriously. This will give us the opportunity to put matters right and to improve the service we provide to you and all our clients.

There are multiple ways to get in touch with us to share your concerns.

1. Your BlueShore Contact: Usually, things can be put right by speaking to your contact at BlueShore. Please reach out to the person with whom you have been communicating by telephone, email or by visiting your local branch. If they are unable to help resolve the issue, you can ask to speak with their manager.
2. Phone: You can reach out to us by phone at 604.982.8000 (toll-free 1.888.713.6728).
3. Online: Alternatively, you can contact BlueShore Financial’s Complaints Office using the Contact Us form on our website.

When you contact us to make a complaint, please make sure you provide us with the following information:

• Your full name, address, portfolio or reference number, your telephone number and a convenient time to contact you, should you wish to discuss the matter.
• A full description of your complaint and what steps you expect us to take to resolve your complaint to your satisfaction.
• Copies of any relevant documentation you wish us to consider as part of the complaint investigation.

The Complaints Office will carry out an independent investigation and provide you with a written response as soon as we have concluded our investigation. We aim to resolve all complaints as quickly as possible and within 90 days from when your complaint was received.

You can expect to receive acknowledgement of your complaint within 3 business days.

Independent Reviews

OBSI (Ombudsman for Banking Services and Investments)

If you don’t receive a written response from us within 90 days of submitting your complaint, or if we fail to resolve your complaint to your satisfaction, you have a right to refer it to the Ombudsman for Banking Services and Investments “OBSI”. You have up to 180 days after receiving the final response from us to submit your complaint to OBSI.

OBSI is Canada’s national, independent, not-for-profit dispute resolution service for consumers and small businesses who have a complaint they can’t resolve with their banking services or investment firm. The service is free of charge to you.

You can obtain details of OBSI’s process directly at:

OBSI
20 Queen Street West, Suite 2400
Toronto, ON M5H 3R3
Toll-free: 1.888.451.4519
Toll-free fax: 1.888.422.2865
E-mail: ombudsman@obsi.ca
Website: www.obsi.ca
Make a Complaint (obsi.ca)