Credentials Credential Holder Complaints
CSI takes complaints against its credential holders seriously. We respond to all consumer complaints by investigating the issue and determining whether a credential holder violated their code of conduct. If they have, CSI will act and provide enforcement action up to removing the credential from the holder.
We also recognize that there are other organizations that may be better able to assist you in obtaining the outcome you are looking for. Before reaching out to CSI, we recommend that you explore the pathways to resolving your complaint.
Depending on the outcome you are seeking for your complaint, it may be helpful to submit your complaint with additional organizations. The below steps are recommended to help resolve your complaint:
The Credential Holder can support in resolving the complaint directly with you. It is recommended that you reach out and discuss your possible options as an initial step.
Make your complaint to the employer or firm your credential holder is with, if the credential holder does not provide a suitable response. They may be able to resolve the issue directly and provide outcomes that meet your needs. Banks and Credit Unions have regulatory obligations to respond to your complaint and support their resolution.
There are several organizations that may be able to assist you in your complaint, if the credential holder and employer do not resolve your issues.
Before making a complaint to CSI, please review the possible outcomes for your complaint and state your expectation for resolution in our complaints form.
CSI Complaint Outcomes
CSI has several possible outcomes from an investigation. If it is found that a credential holder has violated their code of ethics, then CSI may:
We are not able to provide any outcome that includes fines or financial compensation for losses.
Tips for filing your Complaint:
Tip 1: Gather your facts.
Think about the problem and the result that you want. Write down the main points in the order that they occurred. Note the name of the firm, the accounts and products involved, who you dealt with, key dates and the circumstances surrounding the issue. Put together a file of any supporting documents. Include copies of application forms, statements, transaction confirmations, cancelled cheques and all relevant correspondence to and from the firm. Never send the originals of any documents in case they get lost.
Tip 2: Put it in writing.
If possible, it’s best to make your complaint in writing. Make sure you include your complete address and a phone number or e-mail address where you can be reached.
Tip 3: Document your actions.
Document all the steps you take to resolve your complaint. Put together a file of relevant documents like application forms, agreements and account statements. Keep copies of letters, faxes, e-mails and notes of conversations.
Tip 4: Act quickly.
It’s important to file your complaint right away and to respond quickly to any requests for more information.
Tip 5: Be Clear.
When making a complaint to an MFDA Member dealer, be clear about whom you are complaining about, what you are complaining about, and when things went wrong. It is also helpful to state the outcome you are seeking, such as an apology or getting your account corrected.