Request A Resolution
We strive to provide the best possible service to our clients. If you have a concern with our service,
and you have been unable to resolve it to your satisfaction with your investment advisor,
we have a process in place to ensure your concern gets resolved efficiently and effectively.
Please find our process for handling complaints below.
Report a Complaint
We’ve designed Wellington-Altus to have everything we saw was missing from other institutions. All our advisors are equity partners, our entire platform is transparent and technologically forward, and our infrastructure is built to accommodate the holistic wealth model."
Todd Degelman, Vice-Chairman & Founder, Senior Investment Advisor
Getting your constructive feedback will help us improve the quality of products and services we provide.
Any client may submit a complaint. If you’re lodging a complaint on behalf of someone else or a group of persons, please be sure to provide identification for each individual and evidence of authority to represent them.
Unfortunately, we can’t accept anonymous complaints. However, material can be submitted confidentially to support a complaint. This information will not be shared with any third parties without the consent of the person who provided the information.
We have a process in place if you ever have a concern with our service.
To ensure your issue gets resolved efficiently and effectively, please follow the steps below.
How to Submit a Complaint
Your complaint should be in writing and sent to our Designated Complaints Officer.
Wellington-Altus Private Wealth Inc.
201 Portage Avenue, 3rd Floor
Winnipeg, Manitoba, R3B 3K6
Attention: Designated Complaints Officer
You can also contact the Designated Complaints Officer by fax, email or our toll-free phone number:
Toll-free Phone: 1.888.315.8729
What to Include in a Complaint
Please provide the following details:
• Your name, address and other contact information.
• A description of your complaint.
• Background information on your complaint, such as the steps you already have taken to try to resolve your concerns.
We will Acknowledge Receipt of Your Complaint
Our Designated Complaints Officer will send you an acknowledgement letter within five business days of receiving your complaint.
In this acknowledgement letter, our Designated Complaints Officer may request additional information to investigate your complaint. The Designated Complaints Officer will also send you a brochure entitled “An Investor’s Guide to Making a Complaint.
We will Consider and Respond to Your Complaint
The Designated Complaints Officer will review your complaint and, if necessary, contact you or your authorized representative if we need more information to resolve the complaint.
The Designated Complaints Officer will provide you with a substantive response within 90 days of receiving your complaint. If the Designated Complaints Officer is unable to respond to your complaint within 90 days, he will provide you with a written explanation.
In his final decision letter, the Designated Complaints Officer will provide you with a summary of your complaint, the results of his investigation, an explanation of his final decision, and other options you may have if you are not satisfied with his response.