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Complaints Resolution

Complaint Resolution

If you have a complaint or concern:

  1. We encourage you to contact your dealing representative or his or her Branch Manager directly in order to express your concern.
  2. You may also wish to contact our Customer Service Department to discuss your complaint or concern.
  3. If you feel that your concern or complaint has not been resolved, please contact our Compliance Team:
Children’s Education Funds Inc.
Attn: Office of the President
3221 North Service Rd.
Burlington, ON
L7N 3G2
Tel.: 1-800-246-1203 x 287
Fax: 905-331-9977
compliance@cefi.ca

Mediation Services

If you have contacted CEFI as set out above and you feel that a satisfactory resolution of the matter is not possible, you may then contact the independent mediator, Ombudsman for Banking Services and Investments at the contact details set out below. The mediator offers a free, independent and impartial resolution service for Subscribers. There are no fees associated with using the independent mediator and legal representation is not required to participate fully in any mediation.

If the mediator investigates a complaint against us and finds in favour of the client, they will recommend a course of action to resolve the complaint, which may include compensation. All matters brought to the mediator are confidential.
Written complaints are required and may be sent by:

Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, Ontario
M5H 2Y4
Tel.: 1 (888) 451-4519
Fax: 1 (888) 422-2865
ombudsman@obsi.ca

In Quebec

You may contact the AMF so that they can review the file and recommend whether settlement is appropriate.

Autorité des marchés financiers
Place de la Cité, tour Cominar
2640, boulevard Laurier, bureau 400
Sainte-Foy, Québec G1V 5C1

Autorité des marchés financiers
800, square Victoria, 22e étage C.P. 246, tour de la Bourse
Montréal, Québec H4Z 1G3

E-Mail: renseignements-consommateur@lautorite.qc.ca
Fax: (418) 647-0376
Toll free: 1 (877) 526-0311
Québec City: (418) 525-0311
Montréal: (514) 395-0311