Complaints
iA Clarington – Summary of Complaint Processing and Dispute Resolution Policy
Our Customer Service team, whose contact information is available in the Contact Us section, will be happy to help you with any communication related to the following:
- Request for information or documents
- Request for access or correction made in accordance with the Privacy Act in the private sector
- Request to correct an administrative error
- Comments or feedback
Our Commitment
At IA Clarington Investments Inc. (iAC), we are committed to handling all client complaints fairly, consistently and efficiently. This summary outlines how we manage complaints and ensure clients are treated with respect and transparency throughout the process.
What Is a Complaint?
A complaint is any expression of dissatisfaction regarding our products or services, accompanied by an expectation for resolution. This includes:
- A statement of dissatisfaction
- Indication of harm (actual or potential)
- A request for corrective action
Not all concerns qualify as formal complaints. Requests for information or issues resolved promptly through regular channels are not considered complaints unless escalated.
How to File a Complaint
Clients may submit complaints:
- Through a representative
- By phone: 1-888-860-9888 or 416-860-9880
- By email: funds@iaclarington.com
- By mail:
IA Clarington Investments Inc.
26 Wellington Street East, Suite 600
Toronto, ON M5E 1S2
Complaint Handling Process
1. Acknowledgment
We acknowledge receipt of a complaint in writing within 10 days, informing clients of their right to have their file reviewed by the Autorité des marchés financiers (AMF).
2. Documentation
Each complaint is recorded and updated throughout the process. Records are retained in accordance with our Privacy Policy.
3. Analysis
We gather all necessary information to understand the complaint and the desired outcome.
4. Final Response
A written response is provided within 60 days, which may:
- Fully resolve the issue
- Offer a compromise
- Reject the complaint with explanation
If more time is needed (up to 30 additional days), we notify the client in writing before the original deadline.
5. Resolution
Clients are given reasonable time to consider our offer. Once accepted, we implement the resolution within 30 days, unless otherwise agreed.
Client Rights
Clients have the following rights throughout the complaint process:
Right to be Heard: Every complaint is reviewed objectively and fairly, with due consideration for the client’s concerns and expectations.
Right to Information: Clients are informed of the complaint process, expected timelines, and how to follow up on the status of their complaint.
Right to Escalate: If dissatisfied with the outcome or handling of their complaint, clients may request that their file be reviewed by the AMF.
Right to File Without Retaliation: Clients are never required to withdraw other complaints or waive their rights as a condition of resolution.
Right to Communicate with Regulators: Clients may contact the AMF, the Chambre de la sécurité financière, the Chambre de l’assurance de dommages, or the Canadian Investment Regulatory Organization at any time.
Right to Privacy: All complaint records are handled in accordance with our Privacy Policy to ensure confidentiality and data protection.
Escalation Process
If a client is not satisfied with our handling of their complaint or the outcome, they have the right to escalate the matter to the AMF. The escalation process includes:
Requesting a Review: Clients may ask us to transfer their complaint file to the AMF, or contact the AMF directly.
Timely Transfer: We will ensure the complaint file is sent to the AMF within 15 days of receiving the request.
Official Respondent: iAC has designated an official respondent to liaise with the AMF. This individual oversees the complaint process and serves as the main contact for any mediation or conciliation efforts initiated by the AMF.
Simplified Process
Some complaints may be resolved within 20 days through a simplified process. In such cases:
- Clients are informed of their rights within 10 days
- A verbal or informal resolution may be provided
- If unresolved, the complaint is escalated to the Complaints Officer
Ongoing Commitment and Improvement
We commit to the following actions as part of our formal process:
- Maintaining a centralized complaints database
- Assigning complaints based on complexity and staff expertise
- Reporting annually on complaint trends and root causes
- Implementing corrective actions to improve service
Roles and Responsibilities
- Employees must forward complaints promptly and cooperate in resolution
- Complaint-handling staff must act objectively and seek assistance when needed
- Management ensures staff are trained, policies are followed, and a qualified Complaints Officer is appointed
Need More Information?
A full version of our Complaint Policy is available upon request or click here. For further assistance, please contact us directly.