Complaints

RESPDAC members strive to make every relationship with their subscribers as rewarding and worry-free as possible. Nonetheless, there will be occasional disagreements.

If you are dissatisfied in any way with your RESPDAC member, please follow the following procedure.

Where to start

Your complaint may be resolved quickly by contacting your dealer’s Sales Representative (Scholarship Plan Representative in Quebec) directly or by contacting a Customer Service Representative who is dedicated to handling complaints.  Clearly outline your concerns and what you require as a resolution.

If you are not satisfied

If the Sales Representative or the Customer Service Representative is unable to resolve your concerns to your satisfaction, then advise them that you would like to escalate your complaint directly to the member firm and ask for their escalation procedure. Follow that procedure, which will include putting the details of your concerns in writing.

The Ombudsman for Banking Services and Investments (OBSI)

If none of the above meets your requirements, then you may escalate your concerns to the Ombudsman for Banking Services and Investments (OBSI), an independent and impartial organization for the investigation and resolution of complaints about the provision of financial services to clients.

OBSI will investigate your complaint only if you have first exhausted your dealer’s internal complaint-handling processes. OBSI can make a non-binding recommendation that your firm compensate you (to a maximum amount), if it determines that you have been treated unfairly, taking into account the criteria of good financial services and business practice, relevant codes of practice or conduct, industry regulation and the law. The OBSI services are confidential and free of charge.

Please remember to…

Document the steps you have taken to file your complaint.  This will help with the investigation as well as assist you in recalling pertinent facts regarding your concerns.  It would also be helpful to track dates, names, type of communication, etc

Member Firm’s Contact Information

Global RESP Corporation
Tel: (416) 741-7377
Toll Free: 1-877-460-7377

Heritage Education Funds Inc.
Tel: (416) 502-2500
Toll Free: 1-800-739-2101
Email: customercare@heritageresp.com

Knowledge First Financial Inc.
Tel: (647) 788-2923
Toll Free: 1-800-363-7377
Email: contact@kff.ca

Universitas Management Inc.
Tel: (418) 651-8975
Toll Free: 1-877-710-7377
Email: info@universitas.ca

Ombudsman for Banking Services and Investments (OBSI)
Telephone: (416) 287-2877
Toll Free 1-888-451-4519
E-mail: ombudsman@obsi.ca