HANDLING OF COMPLAINTS

Worldsource Wealth Management Inc. and Worldsource Financial Management Inc. (collectively ‘Worldsource’) and its advisors take client concerns very seriously. If clients ever have concerns or questions regarding their accounts, they should immediately contact their advisor. Advisors endeavor to provide the highest level of service to their clients and will work with Worldsource and their clients to resolve any concerns which may arise.

If a client is not satisfied with the way a concern is resolved, Worldsource has procedures in place to fairly and promptly handle any written or verbal complaint received from clients. This is a summary of these procedures, which is provided to new clients and clients who file a complaint.

How to file a complaint to Worldsource

Clients wishing to complain to the Worldsource may make their complaint using one of the method indicated below. Clients may also contact the branch manager or their advisor. All complaints are forwarded to qualified compliance or supervisory personnel to be handled. We encourage clients to make their complaint in writing, by mail or by e-mail where possible. Worldsource will provide assistance to clients who advise they are having difficulty putting their compliant in writing. For confidentiality reasons, we will only deal with the client or another individual who has the client’s written authorization to deal with us.

Bank products

For complaints related to bank products (for example guaranteed investment certificates or high interest savings accounts of banks), clients can also file their complaint with the issuing bank in accordance with its complaint handling process available on its website or on the search tool of the Financial Consumer Agency of Canada, accessible at the following link: itools-ioutils.fcac-acfc.gc.ca/CHP-PTP/Complain-outilder-eng.aspx.

Complaint Handling Procedures

We will acknowledge receipt of complaints promptly, generally within five days. Within the acknowledgement, you will be provided the name and contact information of the Complaints & Investigations Officer responsible for handling the complaint as well as a copy of the “How to Make a Complaint” brochure (the “CIRO Complaints Brochure”).

We review all complaints fairly, taking into account all relevant documents and statements obtained from the client, our records, our advisors, other staff members and any other relevant source. We will communicate with the relevant parties throughout the investigation via phone, mail, email, fax or any other mutually convenient method. Once our review is complete, we provide clients with a written response. Our response may be an offer to resolve the complaint, a denial of the complaint with reasons or another appropriate response. Our response will summarize your complaint, our findings and will contain a reminder about your options for making a complaint, including guidance on the statutes of limitations, should you wish to pursue the matter further.

We will provide our response as soon as possible, within 90 calendar days of receipt of the complaint, except for Quebec residents, which will require a response from us within 60 calendar days. In some cases, we may require more time to respond. This may occur if we are waiting for additional information from the client, or the case is novel or very complicated. If further time is required, you will be notified in writing and provided with both an explanation as to why our response has been delayed along with our best estimate of the time required for completion of our response.

Settlements

If we offer you a financial settlement, we will ask you to sign a release and waiver, for legal reasons.

Contacting Worldsource

Clients may contact us at any time to provide further information or to inquire as to the status of their complaint, by contacting the individual handling their complaint or the Worldsource Designated Complaints Officer through our Client Service using the contact information above.