At Skyline Wealth Management, we hold ourselves to the highest standards of professionalism. We’re committed to thoroughly understanding and helping resolve your complaints or dissatisfactions in a fair and efficient manner.
What is a complaint?
Residents outside Quebec: A complaint is any statement of grievance by a client alleging that Skyline Wealth Management Inc. (“Skyline Wealth Management”), or one or more of its employees, has violated securities law or otherwise acted unethically or illegally.
Residents of Quebec: Complaints refer to any reproach or dissatisfaction in respect to a service or product offered by Skyline Wealth Management by a member of its clientele, a potential or actual prejudice may have been suffered, and a request for corrective measure is expected.
Complaint resolution process
1. Filing a complaint
If you have any concerns that your Skyline Wealth Management account(s), investments, or services are not being handled in accordance with securities law, or that a Skyline Wealth Management employee is acting illegally or unethically, please report your complaint to our Compliance team:
Chief Compliance Officer
Skyline Wealth Management Inc.
5 Douglas Street, Suite 301
Guelph, ON N1H 2S8
compliance@skylinewealth.ca
We will acknowledge receipt of your complaint in writing within five (5) days.
2. Complaint review and analysis
Skyline Wealth Management’s dedicated Compliance team will review and investigate your complaint.
Residents outside Quebec: Our Chief Compliance Officer or their delegate will investigate and respond to your complaint within 90 days following receipt.
If further information is required from you, your Compliance representative may reach out to you directly to collect any missing or additional information that may help clarify the issue or concern.
Residents of Quebec: Our Chief Compliance Officer or their delegate will aim to investigate and respond to your complaint within 20 days following the date of acknowledgment. If additional information is required to evaluate your complaint, we will provide a response no later than 60 days following receipt, except where warranted by exceptional circumstances or circumstances outside our control, in which case we will provide a final response no later than 90 days following receipt.
3. Complaint escalation
Residents outside Quebec: If you are dissatisfied with the outcome of your complaint or we have not formally responded to your complaint within 90 days of receipt, you may elect to have the complaint mediated by the Ombudsman for Banking Services and Investments (“OBSI”). Skyline Wealth Management will pay for this service. You may submit a complaint to the OBSI through its consumer portal or by phone at 1 (888) 451-4519.
We will include the OBSI’s contact details in our acknowledgement and response communications relating to your complaint.
Residents of Quebec: If you are dissatisfied with the outcome of your complaint or if we have not formally responded to your complaint within 90 days of receipt, you may request that your complaint file be forwarded to the Autorité des Marchés Financiers (AMF) for its review.
The AMF may also offer dispute resolution services, if deemed appropriate. As a reminder, filing a complaint with the AMF does not interrupt the prescribed period for civil remedies against a registrant. Visit the AMF’s website for more information on its requirements and steps for further remediation or reach out by phone at 1 (877) 525-0337.