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Edgepoint

Complaint handling summary

EdgePoint Investment Group Inc. (“EdgePoint”) is committed to handling complaints in a fair, timely, and transparent manner in accordance with applicable regulatory requirements.

  • Clients may submit a complaint by contacting EdgePoint’s Complaints Officer in writing. EdgePoint will also take reasonable steps to assist clients in formulating and submitting a complaint, if needed.

  • A complaint is any expression of dissatisfaction, whether written or verbal, regarding a product or service provided by EdgePoint, for which a response or resolution is expected.

  • Acknowledgment

    • EdgePoint will acknowledge receipt of your complaint promptly, and no later than five days after receiving it (unless resolved earlier)

    • The acknowledgment will include:

      • A summary of your complaint

      • An explanation of our complaint handling process

      • Expected timelines

      • Information about your rights

    Review and Response

    • EdgePoint will review your complaint and conduct an investigation as appropriate

    • You will receive a final written response:

      • Clients in Québec: within 60 days (up to 90 days in exceptional circumstances)

      • Clients outside Québec: within 90 days

    • The response will include:

      • The outcome of our review

      • The reasons for our decision

      • Information about available next steps

  • You may request updates on the status of your complaint at any time.

  • If your complaint can be resolved to your satisfaction within 20 days, we may use a simplified process, which may include informal communication (such as by phone).

    If your complaint is not resolved within 20 days, it will be handled through our formal complaint process, and you will receive a written acknowledgment.

  • Clients in Québec

    • You may request at any time that your complaint file be transferred to the Autorité des marchés financiers (AMF) for review

    • EdgePoint will transfer your file within 15 days of your request

    Clients outside Québec

    • You may be eligible to use the Ombudsman for Banking Services and Investments (OBSI), a free and independent dispute resolution service

    • You must contact OBSI within 180 days of receiving our final response

  • EdgePoint maintains a record of all complaints, including communications, analysis, and outcomes, in accordance with regulatory requirements.

Questions

If you have any questions or would like to submit a complaint, please email complaints@edgepointwealth.com.