Filing a Complaint
Summary of Networth Financial Corp. Complaint Handling Procedures
Networth Financial Corp. has procedures in place to handle any written or verbal complaints received from clients in a fair and prompt manner. This is a summary of those procedures, which we provide to new clients and clients who have filed a complaint.
The Client Complaint Information Form
We also provide new clients and clients who complain with a separate document called the Client Complaint Information Form (“CCIF”) that provides general information about their options for making a complaint.
How to File a Complaint with Networth Financial Corp.
Clients wishing to complain to Networth Financial Corp. may make their complaint to our head office by contacting the Chief Compliance Officer or to any branch manager or any Represnetative. All complaints are forwarded to qualified compliance or supervisory personnel to be handled. We encourage clients to make their complaint in writing or by email1 where possible. Where clients have difficulty putting their complaint in writing, they should advise us so that we can provide assistance. For confidentiality reasons, we will only deal with the client or another individual who has the client’s express written authorization to deal with us.
Complaint Handling Procedures
Networth Financial Corp. will acknowledge receipt of complaints promptly, generally within five days. We review all complaints fairly, taking into account all relevant documents and statements obtained from the client, our records, our Representatives, other staff members and any other relevant source. Once our review is complete we provide clients with our response, which will be in writing if the complaint was made in writing. Our response may be an offer to resolve your complaint, a denial of the complaint with reasons or another appropriate response. Where the complaint relates to certain serious allegations2, our initial acknowledgement will include copies of this summary and the CCIF. Our response will summarize your complaint, our findings and will contain a reminder about your options with the Ombudsman for Banking Services and Investments.
We will generally provide our response within ninety days, unless we are waiting for additional information from you, or the case is novel or very complicated.
We will respond to communications you send us after the date of our response to the extent necessary to implement a resolution or to address any new issues or information you provide.
If we offer you a financial settlement, we may ask you to sign a release and waiver for legal reasons.
Contacting Networth Financial Corp.
Clients may contact us at any time to provide further information or to inquire as to the status of their complaint, by contacting the individual handling their complaint or by contacting the Chief Compliance Officer.
Chief Compliance Officer
Phyllis Henley C/O 20
5579 47th Street, Red Deer, AB, T4N 1S1
1 Clients who choose to communicate by email should be aware of possible confidentiality issues regarding internet communications.
2 As defined in the Policies of the Mutual Fund Dealers Association of Canada of which Networth Financial Corp. is a Member.