Filing a Complaint
If you have complaint about our services or products please let us know as soon as possible. You can submit a complaint by email to: compliance@ocreefg.com.
Complaints should be submitted in writing and include:
Your contact information
What happened or went wrong
When it happened and when you found out about it
What you resolution you expect from us
Our compliance team will review and acknowledge your complaint, usually within 5 business days of receipt. We may ask you for more information or clarification to help us resolve your complaint.
Our team will review, investigate, and provide you with a decision within 90 days of receiving your written complaint. In the event that the investigation will take longer than 90 days to complete we will notify you and let you know when you can expect our decision.
Ombudsman for Banking Services and Investments
If a resolution cannot be reached, or if we have not provided our decision within the 90-day timeframe, you may be eligible for the independent dispute resolution service provided by the Ombudsman for Banking Services and Investments (OBSI). Please note this service does not apply to non-individual Permitted Clients.
You may refer your complaint to the OBSI dispute resolution service if:
· After 90 days we have not provided you written notice of our decision; or
· You are not satisfied with our decision. In this case you 180 days from receipt of our final decision to file your dispute.
An alternative to the legal system, OBSI can recommend compensation of up to $350,000. However, the OBSI dispute resolution service requires that we complete our investigation before they can begin their independent review of your complaint. The OBSI generally will not investigate a complaint until we have completed our investigation, unless the 90-day period has been exceeded.
Escalating to the OBSI does not restrict your ability to take a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action in court. Keep in mind there are time limits for taking legal action.
OBSI can be reached by email to ombudsman@obsi.ca, or by phone at 1 (888) 451-4519. For more information on OBSI, visit www.obsi.ca.