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.
Your complaint should be in writing and sent to our Designated Complaints Officer.
Wellington-Altus
201 Portage Avenue, Suite 2500
Winnipeg, MB R3B 3K6
Attention: Designated Complaints Officer
You can also contact the Designated Complaints Officer by email or our toll-free phone number:
Please provide the following details:
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. If you are a client of Wellington-Altus Private Wealth, the Designated Complaints Officer will also send you a brochure entitled “An Investor’s Guide to Making a 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 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, we will provide you with a written explanation. In our final decision letter, the Designated Complaints Officer will provide you with a summary of your complaint, the results of our investigation, an explanation of our final decision, and other options you may have if you are not satisfied with our response.