Client Complaint Information

Clients of a mutual fund dealer who are not satisfied with a financial product or service have a right to make a complaint and to seek resolution of the problem. If you have a complaint, these are some of the steps you can take.

Your Advisor

Your complaint should first be explained to your financial advisor. The person who sold you the product or service will solve most problems quickly.

Sentinel Financial Management Corp.

Sentinel Financial Management Corp. (“Sentinel”) has procedures in place to handle any written or verbal complaints received from its clients in a fair and prompt manner. This is a summary of those procedures, which we provide to new clients, clients who have filed a complaint and that we also make available on our website.

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.

Your complaint should first be explained to your Approved Person/Advisor. The person who sold you the product or service will solve most problems quickly. Should you choose not to contact your Approved Person/Advisor, you may make your complaint to our Head Office by contacting our Branch Manager, Som Houmphanh at shoumphanh@sentinelgroup.ca or by phone at (306) 652-7225 or (800) 667-3929 or by post to:

Mr. Som Houmphanh
Branch Manager
Sentinel Financial Management Corp.
200-446 2nd Avenue North
Saskatoon, SK, S7K 2C3

All complaints are forwarded to qualified compliance or supervisory personnel to be handled. We encourage you to make your complaint in writing or by email where possible. Should you have difficulty putting your complaint in writing, please let us know so that we can provide assistance. For confidentiality reasons, we will only deal with you, our client or another individual who has your express written authorization to deal with us.

We will acknowledge receipt of your complaint promptly, generally within five business days. We review all complaints fairly, taking into account all relevant documents and statements obtained from the client, our records, our Approved Person/Advisor, 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 allegations , our initial acknowledgment 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 in ninety (90) days or less, 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.

You may contact us at any time to provide further information or to inquire as to the status of your complaint, by contacting the individual handling your complaint or by contacting Som Houmphanh using the contact information provided above.

Mutual Funds Dealers Association of Canada (MFDA)

Clients of Sentinel Financial Management Corp. who are not satisfied with a financial product or service have a right to make a complaint and to seek resolution of the problem. Sentinel Financial Management Corp. has a responsibility to our clients to ensure that all complaints are dealt with fairly and promptly. If you have a complaint, these are some of the steps you can take:

  • Contact Sentinel Financial Management Corp. We are responsible to you, the investor, for monitoring the actions of our representatives to ensure that they are incompliance with by-laws, rules and policies governing their activities. The firm will investigate any complaint that you initiate and respond back to you with the results of our investigation within the time period expected of a Member acting diligently in the circumstances, in most cases within three months of receipt of the complaint. It is helpful if your complaint is in writing.
  • Contact the Mutual Fund Dealers Association of Canada ("MFDA"), which is the self-regulatory organization in Canada to which Sentinel Financial Management Corp. belongs. The MFDA investigates complaints about mutual fund dealers and their representatives, and takes enforcement action where appropriate. You may make a complaint to the MFDA at any time, whether or not you have complained to your mutual fund dealer.

The MFDA can be contacted:

  • By completing the on-line complaint form at www.mfda.ca
  • By telephone, toll-free at 1 (888) 466-6332
  • By e-mail at complaints@mfda.ca
  • In writing by mail to 121 King Street West, Suite 1000, Toronto, ON M5H 3T9 or by fax at (416) 361-9073

Compensation:

The MFDA does not order compensation or restitution to clients of Sentinel Financial Management Corp. The MFDA exists to regulate the operations, standards of practice and business conduct of its Members and their representatives with a mandate to enhance investor protection and strengthen public confidence in the Canadian mutual fund industry. If you are seeking compensation, you may consider the following:

  • Ombudsman for Banking Services and Investments ("OBSI"): After the dealer's Compliance Department has responded to your complaint, you may contact OBSI. You may also contact OBSI if our Compliance Department has not responded within 90 days of the date you complained. OBSI provides an independent and impartial process for the investigation and resolution of complaints about the provision of financial services to clients. OBSI can make a non-binding recommendation that Sentinel Financial Management Corp. compensate you (up to $350,000) if it determines that you have been treated unfairly, taking into account the criteria of good financial services and business practice, relevant codes of practice or conduct, industry regulation and the law. The OBSI process is free of charge and is confidential. OBSI can be contacted:
  • Legal Assistance: You may consider retaining a lawyer to assist with the complaint. You should be aware that there are legal time limits for taking civil action. A lawyer can advise you of your options and recourses. Once the applicable limitation period expires, you may lose rights to pursue some claims.
  • Manitoba, New Brunswick and Saskatchewan: Securities regulatory authorities in these provinces have the power to, in appropriate cases, order that a person or company that has contravened securities laws in their province pay compensation to a claimant. The claimant is then able to enforce such an order as if it were a judgement of the superior court in that province. For more information, please visit:
November 15, 2018