Making a Complaint
It is important that you complete the entire form and check the information provided for accuracy prior to submission. If you need assistance to file your complaint, please send an e‐mail to complaints@fpcanada.ca or contact FP Canada Standards Council (the “Standards Council”) by phone at Tel: 416.593.8587 or Toll Free: 1.800.305.9886 and ask to speak with the Standards Council.
Requirements to Submit
To ensure you receive a copy of your complaint submission, we suggest that you add reply@fpcanada.ca to safe senders and domains or safe mailing lists.
Note: In fairness to the Certificant you are filing a complaint about, we may share some or all the information you provide with the Certificant. We may give copies of documents received from you to the Certificant. We may also share personal information (such as names, addresses and telephone numbers) with the Certificant. The Complaint Form will be provided to the Certificant whose conduct is the subject of your complaint.
Online Complaint Form
Download Complaint Form
Complaint Process Overview
The Standards Council’s Duties
The Standards Council receives and reviews complaints about FP Canada certificants involving:
If you are not sure if your complaint meets the above criteria or if you are not sure if your complaint involves an FP Canada certificant, contact us at complaints@fpcanada.ca.
Complaints must be filed within six years of the date you knew (or ought to have known) of the events about which you are complaining. It is important to act quickly and to respond promptly to any requests for more information regarding your complaint. If you wait too long, the Standards Council may not be able to proceed with the complaint as the evidence required to investigate your complaint may no longer be available or reliable. The sooner you make your complaint, the more likely it is that relevant documents still exist, witnesses can be more easily located, memories have not faded, and evidence is not missing.
The Standards Council does not, typically, review anonymous complaints and it is strongly suggested that you identify yourself in the Complaint Form. A reluctance to participate in the process frequently results in the Standards Council not being able to conduct a full and fair Investigation, which may result in the complaint being closed or dismissed.
The Standards Council will confirm receipt of your complaint within approximately ten (10) business days. Staff will conduct an initial review of the complaint. Staff may contact you during this initial review to request additional information/documentation from you. The initial review may take up to 120 days to complete depending on the complexity of the complaint and the need for additional documentation/information. Standards Council staff may contact the Certificant during the initial review process.
You will be notified of the outcome of the initial review process.
If your complaint falls outside of the Standards Council’s jurisdiction, you may wish to contact other oversight bodies. Below is a list of federal and provincial/territorial enforcement organizations that accept complaints from the public.
OBSI is an independent service for resolving banking services and investment disputes. Services are free to customers.
Provincial / Territorial
National
Below is a list of membership associations that may accept complaints from the public:
Advocis | The Financial Advisors Association of Canada
Canadian Institute of Financial Planners
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