Last update: March 16, 2018

What to do if you have a complaint

Our clients come first in everything we do. If you have a complaint, we encourage you to let us know as soon as possible and give us an opportunity to address your concerns.

We promise to respond quickly, efficiently and professionally, as retaining your confidence and trust is of the utmost importance. We use your feedback to continually improve the quality of the products and services that we provide to you.

If you have a complaint about our service or product, contact us at:

Linden Mills Investments Inc.
Attention: Chief Compliance Officer
207 - 517 Wellington St. W.
Toronto, ON, M5V 1G1
Toll-Free: 1-888-449-4645
Local: 416-203-2477
Email: info@terrafunds.ca
Fax: 416-203-1544

Please inform us:

• what happened and when
  
• what resolution you are expecting (ex, an apology, a refund, etc.)

We will acknowledge your complaint

LMI will acknowledge your complaint in writing, as soon as possible, typically within five business days of receiving your complaint. We may ask you to provide clarification or more information to help us resolve your complaint. Keep copies of all relevant documents and notes.

We will provide our decision

We normally provide our decision in writing, within 90 days of receiving a complaint, which will include : 1) a summary of the complaint, 2) the results of our investigation, and 3) our decision to make an offer to resolve the complaint or deny it, and an explanation of our decision. If we cannot provide a decision within 90 days, we will inform you of the delay, explain why our decision is delayed and give you a new date for our decision.

If we cannot provide a decision within 90 days, or if you are not satisfied with our decision, you may be eligible for a free and independent dispute resolution service offered by the Ombudsman for Banking Services and Investments (OBSI). LMI is required to maintain membership in OBSI. OBSI’s service is available to clients of LMI.

If you are a Québec resident, you may consider the free mediation service offered by the Autorité des marchés financiers (“AMF”). Click these links for AMF webpages in either English or French.

In order to take advantage of OBSI’s free services, your complaint must fulfill the following requirements:

• the complaint must relate to trading services of LMI or one of its dealing representatives,
• the complaint must be brought to LMI ’s attention within 6 years from the time that you first knew, or ought to have known, about the event that caused the complaint,
• you must take your complaint to OBSI in accordance with the time limits below.

Taking your complaint to OBSI

If we do not provide you with a decision on your complaint within 90 days, you may file your complaint with OBSI any time after the 90-day period has ended. If we do respond, but you are not satisfied with our decision, you have up to 180 days after we provide you with our decision to take your complaint to OBSI. OBSI will conduct its own independent investigation and provide its recommendations to you and to LMI. Please note that OBSI’s recommendations are not binding on you or LMI.

You can contact OBSI by email at ombudsman@obsi.ca. or by telephone 1-888-451-4519 or 416-287-2877. OBSI works confidentially and in an informal manner and you do not need a lawyer. During its investigation, OBSI may interview you and representatives of our firm.

OBSI can help you best if you promptly provide all relevant information, including:

• Your name and contact information
• Our firm's name and contact information
• The names and contact information of any of our representatives who have been involved in your complaint
• Details of your complaint
• All relevant documents, including any correspondence and notes of discussions with us

We are required to cooperate in OBSI’s investigations. Once OBSI has completed its investigation, it will provide its recommendations to you and us. OBSI’s recommendations are not binding on you or us. OBSI can recommend compensation of up to $350,000. This does not restrict your ability to take a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action in court. Keep in mind there are time limits for taking legal action.

For more information about OBSI, visit www.obsi.ca

Alternative dispute resolution options

You do not have to use OBSI as your dispute resolution provider. At your own expense you may choose another dispute resolution provider, such as an arbitrator or pursue legal action to resolve your complaint. You may do this if your complaint does not fit within OBSI’s criteria.

If you have any questions regarding this complaint procedure, please contact the Chief Compliance Officer of LMI at info@terrafunds.ca, or 416-203-2477.