Client Concerns Policy

Our Commitment to Client Resolution & Support

At Raintree, we are committed to fairness, transparency and responsive client service. If at any time you have concerns, feedback or a complaint about our services, we have a clear and structured process to ensure your matter is reviewed promptly and fairly.

The following information explains how you can raise a concern or complaint, what you can expect from us, and the independent dispute resolution options available to you.

 

How We Handle Client Concerns and Complaints

Definition of a Complaint

A complaint is any written, electronic, or verbal expression of dissatisfaction made to RFS or to a Registered Representative that:

  • alleges misconduct, unfair treatment, or regulatory non-compliance, or
  • requests a remedy, such as compensation, account action, or a change to a product or service.

General service issues or inquiries may not be treated as formal complaints unless your communication otherwise indicates that you expect RFS to take action to address your concern.

 

How to File a Complaint

You may submit your complaint through any of the following methods:

Complaints Officer: Victoria Kouzmichova, Chief Compliance Officer

Phone: 780-443-0340

Toll-free: 1-855-443-0340

Fax: 780-443-2656

Email: ad***@********FS.com

When submitting a complaint, please include:

  • What happened
  • When it occurred
  • Any relevant documents
  • What outcome you are seeking

If you need assistance filing your complaint or explaining your concerns, please contact our Complaints Officer and we will assist you.

We encourage you to retain copies of all correspondence for your records.

 

What You Can Expect From Us

Acknowledgement

We will acknowledge receipt of your complaint within five (5) business days. For Québec clients, acknowledgement will in all cases be provided within ten (10) calendar days of receiving the complaint.

Review Process

We may contact you for clarification or additional information. This helps us understand the issue fully and conduct a thorough review.

You may contact our Complaints Officer for information regarding the status of your complaint.

Resolution Timeline

For clients outside Québec, we strive to provide our written decision within 90 calendar days after receiving your complaint. Different complaint-processing timelines apply to Québec clients, as described below.

If we are unable to meet the applicable timeline, we will explain the reason for the delay and provide a revised expected resolution date.

Final Response

Our written response will include:

  • The outcome of our review
  • Reasons supporting our decision
  • Information on your rights to further escalate your complaint

 

Independent Dispute Resolution – OBSI

If you are not satisfied with our final response—or if RFS has not provided a final response within the applicable complaint-processing period—you may be eligible for free, independent dispute resolution through the Ombudsman for Banking Services and Investments (OBSI).

Key Information:

  • You have 180 days from receiving our final written response to contact OBSI.
  • OBSI can recommend compensation of up to $350,000.
  • Using OBSI does not limit your right to pursue legal action.

Contact OBSI:

Toll-free: 1-888-451-4519

Website: www.obsi.ca

 

Additional Information for Québec Clients

For clients residing in Québec, additional complaint-processing requirements apply:

  • RFS may use a simplified process where a complaint can be resolved to your satisfaction within 20 calendar days. Otherwise, RFS will provide a written final response as soon as possible and no later than 60 calendar days after receiving your complaint. In exceptional circumstances or circumstances beyond RFS’s control, this period may be extended, but the final response will be provided no later than 90 calendar days after RFS receives your complaint.
  • You may use the complaint form available on the Autorité des marchés financiers (AMF) website to file a complaint with RFS. If you are not satisfied with RFS’s final response or with how your complaint was handled, you may request that your complaint record be examined by the AMF, either through RFS or directly through the AMF. AMF Complaint Form

 

Renseignements Supplémentaires pour les Clients du Québec

Pour les clients résidant au Québec, des exigences supplémentaires s’appliquent au traitement des plaintes:

  • RFS peut utiliser un processus simplifié lorsqu’une plainte peut être réglée à votre satisfaction dans un délai de 20 jours civils. Autrement, RFS vous transmettra une réponse finale écrite dès que possible, mais au plus tard 60 jours civils après la réception de votre plainte. Dans des circonstances exceptionnelles ou indépendantes de la volonté de RFS, ce délai peut être prolongé, mais la réponse finale vous sera transmise au plus tard 90 jours civils après la réception de votre plainte.
  • Vous pouvez utiliser le formulaire de plainte disponible sur le site Web de l’Autorité des marchés financiers (AMF) pour déposer une plainte auprès de RFS. Si vous n’êtes pas satisfait de la réponse finale de RFS ou de la façon dont votre plainte a été traitée, vous pouvez demander que votre dossier de plainte soit examiné par l’AMF, soit par l’intermédiaire de RFS, soit directement auprès de l’AMF. Formulaire de plainte de l’AMF