Client Concerns

Raymond James Investment Counsel Ltd. (RJIC) provides investment advice and performs investment activities on a fully discretionary basis. RJIC is registered as a portfolio manager and investment fund manager with the securities regulators in the provinces of Alberta, British Columbia, Manitoba, New Brunswick, Nova Scotia, Ontario, Québec, and Saskatchewan. RJIC is also registered with the Securities and Exchange Commission in the United States.

If your complaint relates to a discretionary investment management services account where you have a relationship with a RJIC portfolio manager, please see below.

How to Resolve a Complaint

There are several resources available to you if you wish to make a complaint. Help us understand the issue by using the following steps:

Step 1:

In many cases, your complaint can be resolved by telling your Raymond James Investment Counsel Ltd. (RJIC) portfolio manager and/or associate portfolio manager about it. You will find their contact information on your account statement.

Step 2:

If you think your RJIC portfolio manager and/or associate portfolio manager has acted improperly, breached their regulatory obligations, or if you are not satisfied after step 1, you may file a complaint with the RJIC chief compliance officer. To file a complaint with the chief compliance officer, send a letter describing the issue to one of the following:

• By Email To: [email protected]
• By Mail To:
  
  • Raymond James Investment Counsel Ltd.
    Attn: Chief Compliance Officer of RJIC
    Suite 2100 - 925 West Georgia Street
    Vancouver, BC
    V6C 3L2

If you provide a written complaint, it will be acknowledged within five business days of receipt and a written response will be provided within ninety calendar days of receipt (if you live in Quebec, within sixty calendar days of receipt).

If you cannot submit your complaint in writing, call 1-888-299-0209 and leave us a voicemail. We will return your call within two business days.

Step 3:

If, after taking the first two steps, you are not satisfied with our response, there are other resolution options available to you, including:

• The Ombudsman for Banking Services and Investments (OBSI). OBSI can be reached at www.obsi.ca or 1-888-451-4519 and must be contacted within 180 days of receiving the final Raymond James Investment Counsel Ltd. response to your complaint;
• If you live in Québec, the Autorité des marchés financiers (AMF). The AMF can be reached at www.lautorite.qc.ca or 1-877-525-0337;
• Arbitration; and
• Litigation/civil action.

Complaint Handling Procedures

At Raymond James our goal is to deal with complaints in an effective, fair, and prompt manner.

Raymond James Investment Counsel Ltd. has appointed a chief compliance officer (CCO) to oversee the handling of all client complaints related to misconduct in the handling of your investment accounts.

If your complaint is related to misconduct in the handling of your investment account, your Raymond James Investment Counsel Ltd. Portfolio and/or associate portfolio manager must forward it to the CCO.

The CCO will arrange for you to be sent a written acknowledgement, generally, within five business days of receiving your complaint. The acknowledgement letter will include the name of the individual reviewing your complaint and how to contact them, a summary of our complaint handling process, and other resolution options available to you if you are not satisfied with our response.

Our complaint handling process includes a factual investigation and analysis of the matters specific to the complaint. As part of our investigation, we review account documentation and obtain comments from your portfolio manager. We may also request additional information from you.

After the investigation is completed, a written response will be sent to you. The response will include a summary of your complaint, the details of our investigation, a final decision, and options available to you if you are not satisfied with the response. You will receive the response within ninety calendar days of receipt (if you live in Quebec, within sixty calendar days of receipt) or we will send you a letter explaining the reasons for the delay and the new estimated time of completion.