AGF Investments Complaint Process


AGF is committed to treating you with respect and consideration. Providing the highest level of service is our commitment to you. You may direct any complaints relating to the account directly to the senior complaints officer and/or the compliance officer by submitting the complaint to complaints@agf.com. Independent dispute resolution services, in the event of unresolved complaints, is available free of charge and coordinated by AGF's Chief Compliance Officer.

 

Lodging a Complaint

You may direct any complaints relating to the account directly to your AGF relationship manager or to AGF’s senior complaints officer and/or the compliance officer by submitting the complaint to complaints@agf.com. AGF will endeavour to resolve the matter as quickly as possible and to the satisfaction of the investor. Recognizing that investors may not be satisfied with AGF’s response or remediation, independent dispute resolution services is available free of charge and coordinated by AGF’s Chief Compliance Officer.

In filing a complaint, you are expected to advise what went wrong, when it happened and what your expectations are. AGF will acknowledge receipt of a complaint formally within 10 days of its receipt, and immediately verbally. As soon as practically possible within 90 days of receiving a complaint, AGF will provide a written assessment detailing the results of an independent investigation, how we have or proposed to remedy the situation (or confirmation of no issue) and an explanation of our position and decision. If not satisfied, you have the ability to seek independent dispute resolution services from the OBSI or from the Autoritè des Marchès Financiers if residing in Quebec.


Ombusdman for Banking Services and Investments (OBSI)

Alternatively, you are able to direct your complaint to the Ombudsman for Banking Services and Investments (OBSI) www.obsi.ca, by email at ombudsman@obsi.ca, by phone at 1-888-451-4519 or by fax at 1-888-422-2865. OBSI works confidentially and in an informal manner. OBSI’s recommendations are not binding on you or us. OBSI can recommend compensation of up to $350,000. If you agree to their recommendation, you agree to that limit. OBSI services are available within 6 years from the time you first knew, or ought to have known, about an event causing the compliant. You may only file with OBSI following the expiry of 90 days from the time the complaint was first raised with AGF directly and within 180 days following AGF’s response to your complaint.

If you want to recover more than $350,000, you may want to consider alternatives to resolve your complaint. You have the option to use your own resolution service at your own expense.

 

Autoritè des Marchès Financiers

For Quebec, please be advised that if you are dissatisfied with how your complaint was handled by AGF, you may request your complaint file with AGF be forwarded to the Autoritè des Marchès Financiers for examination. The Autoritè des Marchès Financiers may act as a mediator only where it determines it is appropriate to do so.

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