Our Commitment to Client Resolution & Support
At Raintree Financial Solutions, we are committed to fairness, transparency, and exceptional client care. 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 respectfully. The following information outlines how clients can raise concerns and how RFS responds, including independent dispute resolution options and additional information required under Québec regulations.
How We Handle Client Concerns and Complaints
If you have feedback, a concern, or a formal complaint, we are here to help. RFS has established a structured process to ensure every concern is reviewed promptly and respectfully.
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 you specifically request that we handle them as such.
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
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.
Review Process
We may contact you for clarification or additional information. This helps us understand the issue fully and conduct a thorough review.
Resolution Timeline
We strive to resolve complaints within 90 calendar days.
If we are unable to meet this 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 90 days have passed since we acknowledged your complaint—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 Required Under Québec Regulations
(English)
The Autorité des marchés financiers (AMF) requires that financial firms provide the following information. Although these rights apply specifically to Québec residents, RFS makes this disclosure available to all clients for transparency and consistency.
- We will confirm receipt of your complaint in writing within five (5) business days.
- If we can fully resolve the complaint within 20 days, we will follow an expedited process.
- At any time, you may request that your complaint file be transferred to the AMF.
- The AMF may review your file and, if appropriate, may act as a mediator if both parties consent.
- Filing a complaint with the AMF does not interrupt any applicable limitation period for civil court proceedings.
This summary is available in both English and French.
(Français)
Informations supplémentaires pour les clients du Québec
L’Autorité des marchés financiers (AMF) exige que les firmes financières fournissent les informations suivantes. Bien que ces droits s’appliquent principalement aux résidents du Québec, RFS rend ces informations accessibles à tous les clients pour assurer transparence et uniformité.
- Nous confirmerons par écrit la réception de votre plainte dans les cinq (5) jours ouvrables.
- Si nous pouvons résoudre complètement votre plainte dans un délai de 20 jours, nous utiliserons un processus simplifié.
- En tout temps, vous pouvez nous demander d’envoyer votre dossier de plainte à l’AMF.
- L’AMF peut examiner votre dossier et, si jugé approprié, agir comme médiateur si les deux parties y consentent.
- Le dépôt d’une plainte auprès de l’AMF n’interrompt pas le délai de prescription pour une action civile devant les tribunaux.
Conflicts of Interest: Our Commitment to Fairness
RFS is committed to identifying and managing conflicts of interest in the best interest of our clients. This includes:
- Placing your interests first when making investment recommendations
- Avoiding conflicts whenever possible
- Controlling and disclosing unavoidable conflicts in a fair, transparent, and client-focused manner
For full details, please see our Relationship Disclosure Information (RDI), which includes:
- How conflicts of interest are identified and managed
- How RFS, RWM, and RCF interact as affiliated companies
- How proprietary and dual-shelf products are handled
- Compensation structures
- Outside activity controls
A copy of the RDI is available upon request and through your RFS Investor Portal.