KJH is committed to providing the highest level of service to our clients. In the unlikely event that you have a complaint, we will deal with your complaint objectively, fairly and professionally.
Contact your Investment Advisor
Many times a complaint may be a simple misunderstanding related to a service or administrative error. First speak to your Investment Advisor to see if the issue can be resolved quickly and easily.
Send your Complaint in Writing
If your concerns were not resolved in a satisfactory manner or you have concerns about a possible compliance-related complaint (such as improper or unethical sales practices or excessive trading activity), please detail your complaint in writing and send it to us. Your correspondence should be sent to your Investment Advisor, with a copy of the complaint also sent to the Chief Compliance Officer at:
K.J. Harrison & Partners Inc.
60 Bedford Road
Handling your Written Service-Related Complaint
Your written service-related complaint will most likely be resolved quickly and we will respond in writing.
Handling your Written Compliance-Related Complaint
We will acknowledge receipt of your written compliance-related complaint within five business days and provide you with a description of our investigation process as well as the contact information of the person responsible for the investigation. We will conclude our review and notify you in writing with the results of our investigation and how your complaint will be resolved within 90 calendar days.
There are other options available to you should our proposed resolution be unsatisfactory. Matters can be sent to our regulator-Investment Industry Regulatory Organization of Canada (IIROC), or within 180 days to the Ombudsman for Banking Services and Investments or to arbitration.