Complaints

Cumberland has set up a process for handling client complaints on a fair and timely basis.

Service-related complaints:

If you have a complaint regarding a service-related or an administrative issue, we urge you to first speak with your Portfolio Manager or Registered Representative to determine if it may be dealt with quickly and easily. We may respond to your service-related complaint verbally or in writing.

Compliance-related complaints

If your complaint alleges a potential compliance-related misconduct such as breach of confidentiality, theft, fraud, misappropriation or misuse of funds or securities, forgery, unsuitable investments, misrepresentation, unauthorized trading, engaging in securities related activities outside of Cumberland or inappropriate personal financial dealings with clients we encourage you to contact our Chief Compliance Officer:

Cumberland Private Wealth Management Inc.
Attention: Chief Compliance Officer
99 Yorkville Avenue
Suite 300
Toronto, ON M5R 3K5
Tel: 416.929.1090
Fax: 416.929.1172

If you provide us with a verbal compliance-related complaint, we may request that you provide us with the details of the complaint in writing.

Upon receipt of a written complaint or of a verbal complaint, which is deemed to be compliance-related, we will acknowledge your complaint with a written response letter within 5 business days of receipt of the complaint. We will provide you with the name and contact information of the person coordinating the investigation, and we will also provide you with information on other options available to you in the event that our response to you is not to your satisfaction.

Cumberland will commence an internal investigation of the complaint, and within 90 days, we will provide you with a summary of the complaint, the results of our investigation and our decision and on the complaint including an explanation. Should our investigation take over 90 days, we will contact you and we will provide you with the reason for the delay, and a new estimated time of completion.