Legal Terms of Use

We want you to know

Information or data contained in this Web site is not guaranteed to be current, accurate, or complete, and is subject to change without notice.

This communication does not constitute an offer or solicitation by anyone in the United States or in any other jurisdiction in which such an offer or solicitation is not authorized or to any person to whom it is unlawful to make such an offer or solicitation. This site is intended for Canadian residents only.

Credential Asset Management Inc., Credential Insurance Services Inc., Credential Financial Strategies Limited and Credential Securities Inc. (and Credential Direct; ) are subsidiaries of Credential Financial Inc. Credential Financial Inc. is owned by five Provincial Central Credit Unions and The CUMIS Group Limited. These companies make their services available at branches of credit unions and associated financial services organizations across Canada.

Important Mutual Fund Information

Mutual funds are offered through Credential Asset Management Inc. and mutual funds and other securities are offered through Credential Securities Inc. Commissions, trailing commissions, management fees and expenses all may be associated with mutual fund investments and the use of an asset allocation service. Important information about a mutual fund is contained in its simplified prospectus. Please read the prospectus of the mutual funds in which investment may be made under the asset allocation service before investing. Please obtain a copy from Credential Asset Management or Credential Securities® and read it carefully before investing. Unless otherwise stated, cash balances, mutual funds and other securities are not covered by the Canada Deposit Insurance Corporation or by any other government deposit insurer that insures deposits in credit unions. Mutual funds and other securities are not guaranteed, their values change frequently and past performance may not be repeated. Credential Securities Inc. is a Member — CIPF.

Not Professional Advice

This information is not intended to provide specific legal, accounting or tax advice and should not be relied upon in that regard. Persons accessing these pages are advised to obtain proper legal, accounting or tax advice where appropriate.

Currency

Unless otherwise specified, the currency used throughout this Web site is in Canadian (CAD) dollars.

Email

Email over the Internet is not a secure medium and privacy cannot be assured. Email communication is not confidential, is subject to possible interruption or loss, and is also subject to possible alteration.

Disclaimer of Liability

Credential Financial Inc. and its member companies including any of its subsidiaries or affiliates are not responsible in any way for any damage (direct, indirect, special, economic, punitive or consequential) in respect of the use of this Web site and any of its information or content, or for any action or decision made by you or anyone else in reliance on the Web site or the information.

Third Party Links

Links to other Web sites or references to products, services or publications do not imply the endorsement or approval of such Web sites, products, services or publications by Credential Financial Inc. or its subsidiaries and affiliates. No liability is assumed for incapability, non-sustainability, viral infection, worms, Trojan horses, or other destructive/disruptive components on or from such sites. Linking to another site is at your sole risk and Credential Financial Inc. is not responsible or liable for any damages in connection with linking.

Trademarks

®Credential is a registered mark owned by Credential Financial Inc. knowledgeXchange and kXg are registered marks and trademarks owned by Credential Asset Management Inc.

Copyright

No reproduction, transmission, storage, retrieval, translation or transcription of the materials in this Web site in any form or by any means is permitted in whole or in part without the express written consent of Credential Financial Inc.

Unclaimed Property — General Information

Under the Unclaimed Property Act of British Columbia and the Public Curator Act of Quebec, the companies of Credential Financial Inc. ("Credential"), including Credential Asset Management Inc., Credential Securities Inc., Credential Direct, Credential Insurance Services Inc. and Credential Financial Strategies Limited, are required to make reasonable efforts to reunite clients with their unclaimed property.

Accounts exceeding the minimum prescribed value of $50.00 for residents of British Columbia or $100.00 for residents of Quebec will generally be considered "unclaimed" in the following instances:

  • A communication or cheque sent to a client is returned as undeliverable;
  • A communication has been sent to a client requiring action to be taken by the client by a specified date, and no action has been taken;
  • A cheque issued in the name of a client remains uncashed after three (3) years; or
  • There has been no account activity and a client has not made any attempts to contact Credential or its agents within the past three (3) years.

Credential will make reasonable efforts to locate owners for whom it is holding unclaimed property. If we are unsuccessful in locating an owner, the unclaimed property will be recorded and maintained in a secure database.

If you believe you may have unclaimed property at Credential and wish to search our database, please contact us at:

Credential Financial Inc.
Compliance Department – Unclaimed Property
700 – 1111 West Georgia Street
Vancouver, BC V6E 4T6
PRIVATE and CONFIDENTIAL

PROCEDURE FOR HANDLING CLIENT COMPLAINTS

Credential® Complaint Resolution

At Credential, we take customer complaints seriously and we have procedures in place to ensure we address them properly. The following documents are designed to summarize our internal resolution procedures.

CAM Complaint Resolution Process
CSI Complaint Resolution Process
CD Complaint Resolution Process

Part One: Steps to Resolving a Complaint


Step 1 – Contact your Investment Representative

If your complaint is in regards to a service or product, your complaint should be discussed with your Credential Asset Management Inc. Mutual Funds Investment Specialist/Credential Securities Inc. Investment Advisor. Typically, they should be able to address most of your concerns.

Step 2 – Contact the Provincial Compliance

Credential Asset Management Inc.
If your Mutual Funds Investment Specialist is unable to satisfactorily address your matter, please forward your concern in writing to the Provincial Compliance Officer, Credential Asset Management Inc. The Provincial Compliance Officer will work with you to resolve your complaint. Contact information for the Provincial Compliance Officer is provided below.

Region Contact Information
Credential Asset Management Inc.
Attention: Provincial Compliance Officer
BC #700-1111 West Georgia Street
Vancouver, BC, V6E 4T6
Tel: 1.888.207.8121 Fax: 604.714.3801
AB 8500 Macleod Trail SE
Calgary, AB, T2H 2N1
Tel: 1.888.803.5822 Fax: 403.253.5047
SK 2500 - 13th Ave, Suite 200
Regina, SK S4P 0W2
Tel: 306.569.5500 Fax: 306.359.7575
MB 760-215 Garry St
Winnipeg, MB R3C 3P3
Tel: 204.927.7430 Fax: 204.927.7440
ON 3430 South Service Road, Suite 200
Burlington, ON, L7N 3T9
Tel: 905.632.9200 Fax: 905.632.0032
NB, NF, NS, PE 7071 Bayers Road, Suite 331
Halifax, NS, B3L 2C2
Tel: 902.454.6205 Fax: 902.453.6586

Credential Securities Inc.
If your Investment Advisor is unable to satisfactorily address your matter, please forward your concern in writing to the Provincial Branch Manager, Credential Securities Inc. The Provincial Branch Manager will work with you to resolve your complaint. Contact information for the Provincial Branch Manager is provided below.

Region Contact Information
Credential Securities Inc.
Attention: Provincial Branch Manager
BC, AB, Atlantic Region #700-1111 West Georgia Street
Vancouver, BC, V6E 4T6
Tel: 1.800.688.9933 Fax: 604.714.3801
SK #200 - 2500 - 13th Avenue
Regina, SK S4P 0W2
Tel: 306.569.5500 Fax: 306.359.7575
MB, ON #200 - 3430 South Service Road
Burlington, ON, L7N 3T9
Tel: 905.632.9200 Fax: 905.632.0032

Credential Direct (A division of Credential Securities Inc.)
Please refer to www.credentialdirect.com.

Step 3 – Contact the Dealer

If you feel that the problem is not resolved or you wish to express concerns with the handling of the complaint, we encourage you to contact Credential Financial Inc. to resolve the matter. Our dispute and complaint process is fair, impartial and confidential. All inquiries should be sent in writing to the Designated Complaints Officer. Contact information for the Designated Complaints Officers is provided below.

Dealer Credential Financial Inc.
Attention: Designated Complaints Officer
Mailing Address #700-1111 West Georgia Street
Vancouver, British Columbia, V6E 4T6
Fax 604.714.3993
Email complaints@credential.com

Part Two: Summary of the Complaint Handling Process

  • When your written client dispute or complaint is received and a file opened.
  • Subject to the specific nature of your concern, we will typically acknowledge receipt within five business days.
  • Your dispute and the circumstances that surround it will be reviewed thoroughly by our professional compliance staff. This will include reviewing your account opening documentation as well as other notes and correspondence.
  • You may be called upon to provide further details and or information that may be reasonably required to resolve your complaint.
  • Depending on the circumstances, the complaint process can be lengthy and may take up to 90 days, however we will endeavor to handle your complaint in a timely manner.
  • You will be informed of the results once we have concluded our investigation and have reached a decision.

Contact your credit union advisor for assistance. Their contact details can be found on the front page of your statement.