Complaint Resolution Procedure

Solus Trust Company provide professional estate and trust services to individuals and their families such as trustee, power of attorney and executor services.

If your complaint relates to fiduciary or agency services where you have a relationship with Solus Trust Company, please see below.

How to Resolve a Complaint

There are several resources available to you if you wish to make a complaint. Help us understand the issue by using the following steps:

Step 1:

In many cases, your complaint can be resolved by telling your or trust officer or trust advisor about it. You will find their contact information on your account statement.

Step 2:

If you think someone at Solus Trust Company, has acted improperly, breached their regulatory obligations, or if you are not satisfied after step 1, you may file a complaint with the designated complaints officer. To file a complaint with the designated complaints officer, send a letter describing the issue to one of the following:

  • Email: clientconcerns@solustrust.ca
  • By Mail To:
    • Solus Trust Company
      Attn: Compliance Department - Designated Complaints Officer
      Suite 2100 - 925 West Georgia Street
      Vancouver, BC
      V6C 3L2

If you provide a written complaint, it will be acknowledged within five business days of receipt and a written response will be provided within ninety calendar days of receipt (if you live in Québec, within sixty calendar days of receipt).

If you cannot submit your complaint in writing, call 1-888-299-0209 and leave us a voicemail. We will return your call within two business days.

Step 3:

If, after taking the first two steps, you are not satisfied with our response, there are other resolution options available to you, including:

  • The Ombudsman for Banking Services and Investments (OBSI). OBSI can be reached at www.obsi.ca or 1-888-451-4519 and must be contacted within 180 days of receiving our final response to your complaint;
  • If you live in Québec, the Autorité des marchés financiers (AMF). The AMF can be reached at www.lautorite.qc.ca or 1-877-525-0337;
  • If your account is with Solus Trust Company, the Financial Consumer Agency of Canada (FCAC) can be reached at www.fcac-acfc.gc.ca or 1-866-461-3222.

Complaint Handling Procedures

At Solus Trust Company our goal is to deal with complaints in an effective, fair, and prompt manner.

We have appointed a designated complaints officer (DCO) to oversee the handling of all client complaints related to misconduct in the handling of your investment accounts.

If your complaint is related to misconduct in the handling of your account, your trust officer or trust advisor may need to forward it to the DCO.

The DCO will arrange for you to be sent a written acknowledgement, generally, within five business days of receiving your complaint. The acknowledgement letter will include the name of the individual reviewing your complaint and how to contact them, a summary of our complaint handling process, and other resolution options available to you if you are not satisfied with our response.

Our complaint handling process includes a factual investigation and analysis of the matters specific to the complaint. As part of our investigation, we review account documentation and obtain comments from your trust officer or trust advisor. We may also request additional information from you.

After the investigation is completed, a written response will be sent to you. The response will include a summary of your complaint, the details of our investigation, a final decision, and options available to you if you are not satisfied with the response. You will receive the response within ninety calendar days of receipt (if you live in Québec, within sixty calendar days of receipt) or we will send you a letter explaining the reasons for the delay and the new estimated time of completion.