Resolving Your Complaints

At 3i Financial, one of our organizational goals is service excellence.  As a leading financial services broker, we take great pride in providing our clients with objective unbiased advice enabling them to achieve their financial goals.  We value your business and we are dedicated to building long-term relationships with you.

At 3i Financial we value your feedback because that is what helps us to better meet your needs.  If you would like to provide us with a compliment, constructive feedback, or to lodge a complaint, we encourage you to follow the procedures listed below so that we can work to resolve your issue in a timely manner.

For full details on the complaint process, please download this PDF document.

 

Step 1 - Contact your Financial Advisor

Most issues are often caused by misunderstanding or miscommunication and can be rectified by a simple phone call to your Financial Advisor.  Your Financial Advisor is there to help you in any way possible.  Should your Financial Advisor not be able to resolve your issue in a timely manner, please ask them for their manager’s contact information, and then follow up with their manager.

Step 2 – Contact our Head Office

If you do not feel that your particular issue has been completely resolved as a result of following through with Step 1, please contact our Head Office by calling 905-597-5000 and ask to speak to the Customer Relations Manager.  Alternatively, if you prefer, you can mail, fax, or email it to the attention of the Customer Relations Manager.

By Mail:

Attention: Customer Relations Manager

3i Financial Group Inc.
9040 Leslie Street, Suite #221
Richmond Hill, Ontario, L4B 3M4

By Fax:

(905) 597-8366

By Email:  customerrelations@3ifinancial.com

Please include your full name, address, telephone number, the best time to reach you, and explain clearly all the details.  The Customer Relations Manager will investigate the matter and will respond back to you in a timely manner.

Step 3 - Email the Office of the Ombudsman 

Email:  ombudsman@obsi.ca

If your concern still remains unresolved after having completed Steps 1 and 2, please email the Office of the Ombudsman.  The Ombudsman is dedicated to resolving your problem and concern fairly and professionally.

Additional Information:

3i Financial Group Inc. is regulated by the Financial Services Commission of Ontario (FSCO) for insurance products and 3i Financial Investment Services Inc. is regulated by the Mutual Fund Dealers Association of Canada (MFDA) for mutual fund products.  You can obtain more information about these institutions by visiting their websites below:

3i Financial is a participating firm with the Ombudsman for Banking Services and Investments.

www.fsco.ca

www.mfda.ca

www.obsi.ca