What do I need to know about making a complaint?

Ombudsman for Banking Services and Investments (OBSI)

If your complaint relates to a trading or advising activity of Network Wealth or its representative; then you may be eligible for the free and independent dispute resolution service provided by the Ombudsman for Banking Services and Investments (OBSI) if:

1. We do not provide our decision within 90 days after you made your complaint, or
2. You are not satisfied with our decision.

Escalating to the OBSI does not restrict your ability to make a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action to court. Keep in mind there are time limits for taking legal action.

If we do not provide you with our decision within 90 days, you can take your complaint to OBSI any time after the 90-day period has ended. If you are not satisfied with our decision, you have up to 180 days after we provide you with our decision to take your complaint to OBSI.

Escalations can be submitted through the OBSI website (Make a Complaint), by email to ombudsman@obsi.ca, or by phone at 1 (888) 451-4519. For more information on OBSI, visit Ombudsman for Banking Services and Investments (OBSI)

Submitting an escalation

If you would like to submit an escalation to OBSI, please ensure to provide the following details:

• Your name and contact information.
• Our firm’s name and contact information.
• The names and contact information of any of our representatives who have been involved in your complaint.
• Details of your complaint.
• All relevant documents, including any correspondence and notes of discussions with us.

Please note that OBSI will investigate your submission, as they work confidentially and in an informal manner. With this in mind, you do not require legal representation to submit an escalation to OBSI.

During its investigation, OBSI may interview you and the representatives of our firm. We are required to cooperate in OBSI’s investigations. Similarly, once OBSI has completed its investigation, they will provide their recommendations to you and us. OBSI’s recommendations are not binding on you or us.

The OBSI can recommend compensation of up to $350,000. If your claim is higher, you will have to agree to that limit on any compensation you seek through OBSI.