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Client Complaints

At Sentinel Financial Management Corp. (“Sentinel”), we strive to make your experience with us and our representatives a good one. If, however, an issue arises that you would like to bring to our attention, these are our procedures.

A “complaint” shall be deemed to include any written or verbal statement of grievance, including electronic communications from a client, former client, or any person who is acting on behalf of a client and has written authorization to so act, or of a prospective client who has dealt with Sentinel or a representative, alleging a grievance involving Sentinel, or a current or former representative of Sentinel, if the grievance involves matters that occurred while the representative was a representative of Sentinel.

When receiving a complaint, Sentinel is required to report it to the Canadian Investment Regulatory Organization (“CIRO”) within 5 or 20 days, depending on the nature of the complaint.

When we receive your formal complaint, we will document the complaint and our Chief Compliance Officer (“CCO”) will attempt to contact you to resolve the issue. Each step will be recorded in a Complaint Log.

Should your complaint be service related, your representative will attempt to contact you to resolve the issue and they are obliged to advise the CCO of the complaint.

When we receive your complaint, we will open a complaints file, where all activity will be initiated and monitored by our CCO.

The CCO will execute the following:

  • Prepare a Complaint File;
  • Request client statement(s) from the Branch Manager;
  • Request a written response from the representative, and copies of their client file(s);
  • Review the representative’s Licensing & Registration file;
  • If required, notify regulator(s) (CIRO, Securities Commission);
  • Acknowledge all your complaints in writing within 24 hours of receiving your complaint. This acknowledgment letter will state in part that an investigation has been started and that further information will be provided within three weeks. You will also receive a copy of the compliance@sentinelgroup.ca or by phone at (306) 652-7225 or (800) 667-3929 or by post to:

    Chief Compliance Officer
    Sentinel Financial Management Corp.
    708 2nd Avenue North
    Saskatoon, SK, S7K 2E1

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. CIRO Member dealers have a responsibility to their 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 your mutual fund dealer. Member firms are responsible to you, the investor, for monitoring the actions of their representatives to ensure that they are in compliance with bylaws, rules and policies governing their activities. The firm will investigate any complaint that you initiate and respond back to you with the results of their 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 Canadian Investment Regulatory Organization (“CIRO”), which is the self-regulatory organization in Canada to which your mutual fund dealer belongs. The CIRO investigates complaints about mutual fund dealers and their representatives, and takes enforcement action where appropriate. You may make a complaint to the CIRO at any time, whether or not you have complained to your mutual fund dealer. The CIRO can be contacted:

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

Compensation:

The www.msc.gov.mb.ca

  • New Brunswick: www.nbsc-cymnb.ca
  • Saskatchewan: www.fcaa.gov.sk.ca
    • In Québec:
      • If you are not satisfied with the outcome or with the examination of a complaint, the Autorité des marchés financiers (“AMF’) can examine your complaint and may provide dispute resolution services.
      • If you think you are a victim of fraud, fraudulent tactics or embezzlement, you can contact the AMF to see if you meet the eligibility to submit a claim to the Fonds d’indemnisation des services financiers (“Financial Services Compensation Fund”). An indemnity up to $200,000 can be payable through monies accumulated in the fund for an eligible claim.
      • For more information:
        • Contact the AMF by telephone at (418) 525-0337 (in Québec), or toll free at 1-877-525-0337
        • Visit www.lautorite.qc.ca.

    1you may wish to consider issues of internet security when sending sensitive information by standard e-mail.

    1. Introduction

    This Policy establishes minimum requirements for disclosure of CIRO Membership pursuant to CIRO Rule 2.13 (Disclosure of CIRO Membership). The Rule requires Members to include the CIRO Logo on account statements and on the Member’s website. CIRO Members must use the CIRO Logo prescribed in this Policy to satisfy the CIRO membership disclosure requirements set out in Rule 2.13.

    The purpose of Rule 2.13 and this Policy is to promote client awareness of the regulatory oversight exercised by the CIRO in respect of CIRO Members and their Approved Persons.

    2. Definition of the CIRO Logo

    Pursuant to CIRO Rule 2.13, the CIRO Logo means the logo prescribed by the Corporation, from time to time, for use by Members. For the purpose of the disclosure requirements prescribed in Rule 2.13, the CIRO Logo includes the image of the CIRO’s trademark design and the English words “Regulated by Canadian Investment Regulatory Organization” or the French words “Réglementée par Association canadienne des courtiers de fonds mutuels”.

    3. CIRO Logo on Account Statements and on the Member’s Website

    Members must include the CIRO Logo on the front of each account statement that is sent to clients. Members must also include the CIRO Logo on the Member’s website homepage. Where the Member’s site or internet presence is part of a combined financial institution group website, the CIRO Logo must be included on the Member’s main page.

    In addition, the CIRO Logo must be followed by the web address of the official website of the CIRO, which is www.ciro.ca, on both the account statement and on the Member’s website.

    For the purposes of complying with Rule 2.13 and this Policy, Members may determine the size of the CIRO Logo depending on what would reasonably be considered to be an appropriate size for the individual layout of the account statement or website. However, Members must ensure that the CIRO Logo is clearly visible and prominently included on the front of the account statement and on the Member’s website.

    4. Prohibitions on Use of the CIRO Logo

    In accordance with CIRO By-Law No. 1, a CIRO Member will be prohibited from including the CIRO Logo on account statements and on its website upon suspension of the Member’s membership in the CIRO or upon the termination of the Member’s membership in the CIRO.

    CIRO