Complaint Resolution Procedure

Solus Trust Company provide professional estate and trust services to individuals and their families such as trustee, power of attorney and executor services.

How to Resolve a Complaint

There are several resources available to you if you wish to make a complaint. Help us understand the issue by using the following steps:

Step 1:

In many cases, your complaint can be resolved by telling your or trust officer or trust advisor about it. You will find their contact information on your account statement.

Step 2:

If you think someone at Solus Trust Company or Raymond James Trust (Québec) Ltd., has acted improperly, breached their regulatory obligations, or if you are not satisfied after step 1, you may file a complaint with the Designated Complaints Officer. To file a complaint with the Designated Complaints Officer, send a letter describing the issue to one of the following:

  • Email: clientconcerns@solustrust.ca
  • By Mail To:
    • Solus Trust Company
      Attn: Compliance Department - Designated Complaints Officer
      Suite 2100 - 925 West Georgia Street
      Vancouver, BC
      V6C 3L2

If you provide a written complaint, it will be acknowledged within five business days of receipt and a written response will be provided within ninety calendar days of receipt (if you live in Québec, within sixty calendar days of receipt).

If you cannot submit your complaint in writing, call 1-888-299-0209 and leave us a voicemail. We will return your call within two business days.

If needed, you may contact us to assist you in filing your complaint or to request information about the processing of your complaint.

If you live in Québec, you may also complete and submit to Solus Trust Company the complaint form available on the Autorité des marchés financiers’ website.

Step 3:

If, after taking the first two steps, you are not satisfied with our response, there are other resolution options available to you, including:

Complaint Handling Procedures

At Solus Trust Company our goal is to deal with complaints in an effective, fair, and prompt manner.

We have appointed a Designated Complaints Officer (DCO) to oversee the handling of all client complaints related to misconduct in the handling of your investment accounts.

If your complaint is related to misconduct in the handling of your account, your trust officer or trust advisor may need to forward it to the DCO.

The DCO will arrange for you to be sent a written acknowledgement, generally, within five business days of receiving your complaint. The acknowledgement letter will include the name of the individual reviewing your complaint and how to contact them, a summary of our complaint handling process, and other resolution options available to you if you are not satisfied with our response.

Our complaint handling process includes a factual investigation and analysis of the matters specific to the complaint. As part of our investigation, we review account documentation and obtain comments from your trust officer or trust advisor. We may also request additional information from you.

After the investigation is completed, a written response will be sent to you. The response will include a summary of your complaint, the details of our investigation, a final decision, and options available to you if you are not satisfied with the response. You will receive the response within ninety calendar days of receipt (if you live in Québec, within sixty calendar days of receipt) or we will send you a letter explaining the reasons for the delay and the new estimated time of completion. (if you live in Québec, within ninety calendar days of receipt).

If you live in Québec and are dissatisfied with how the complaint is being handled or the result, you may request, at any time, that your complaint record be examined by the AMF. You may do so by completing the form on the AMF's website or by contacting them. The AMF will review your file to determine if it can provide you with mediation or conciliation services.

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes trust and loan companies, for compliance with federal consumer protection laws.

Trust and loan companies are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible trust and loan company directly.

If you are not satisfied with how your complaint has been handled or 90 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: the Ombudsman for Banking Services and Investments (OBSI).

If you want to know your rights or need information about the complaint-handling process of a trust and loan company, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.