Information for Clients on IPC Estate Services Inc.’s (IPCES) Complaint Resolution Policy

IPC Estate Services

Any client who submits a complaint to IPCES will be treated with respect and dignity and their complaint will be dealt with in good faith. As a general recommendation, we advise clients who have concerns regarding their accounts to contact their Representative to determine if their concern can be easily addressed. If you have a concern which you believe has not been adequately addressed by your Representative or your concern is regarding your Representative or your Representative has been unable to resolve your complaint satisfactorily, you can contact the Compliance Department at IPC Estate Services Inc.

IPCES Policy is to request that all complaints be filed in writing. There may be instances where IPCES receives a verbal complaint from a client which will warrant the same treatment as a written complaint. However, unless it is totally impractical or there are other compelling reasons not to, clients will normally be advised that we will require their complaint in writing before we can proceed any further.

How to Contact the Compliance Department:

Your concern and supporting documents which will be of assistance to us in reviewing your concerns can be submitted by the following methods:

By Mail To:

IPC Estate Services Inc.

Attn: Compliance Department - Complaint Resolution

700 - 2680 Skymark Avenue

Mississauga, ON

L4W 5L6

By Fax To:

Attn: Compliance Department - Complaint Resolution. Our fax number is: (905) 212-9167

By Email To:

complaintresolution@ipcc.ca

In accordance with our Complaint Handling Policy, the Compliance Department will acknowledge receipt of your complaint within 5 business days. Within the acknowledgement, you will be provided the name and contact information of the Compliance Officer responsible for handling the complaint as well as a copy of the Financial Services Commission of Ontario (FSCO) Complaint Summary form.

Assessing the Complaint:

The Compliance Department will conduct a factual investigation and analysis of the matters specific to the complaint. In order to accomplish this, we will gather information including a written response from your Representative addressing the issues raised in the complaint, copies of documentation completed and any other documentation which may be available (notes, e-mails). A Compliance Officer will review all documentation as well as the comments of both the client and representative to assess the merits of the complaint. Additional analysis may be necessary, dependant on the nature of the complaint.

Conclusion:

Once the investigation has been completed, a written summary of the investigation which addresses the clients concerns will be prepared and forwarded to the client. Generally this will be completed within 4-6 weeks. In the event that additional time is required, you will be notified in writing.

If you are dissatisfied with our examination of your complaint or the outcome of the examination, you may respond to our letter indicating the issues which you feel were not addressed.

The normal avenues available to you as a client, following the steps noted below, are as follows:

1) Address your concerns with your Insurance Advisor.

2) If required contact IPC Estate Services Inc. compliance department as noted above.

3) Contact the Insurance Carrier that issued your policy if you have questions regarding your insurance contract. The contact information should be noted on your contract.

4) Contact the Insurance ombudsman who works for the Financial Services Commission of Ontario (FSCO) or similar provincial regulator depending upon your province of residence to review your concerns.

Note: Our policy is to review the sales process of the insurance contract that was sold to you by your Insurance Advisor. The Insurance Carrier that issued your policy will also review the sales process of your advisor and the information supplied by you to allow them to underwrite your insurance contract.