Client Compliant Handling
MBI FINANCIAL CLIENT COMPLAINT INFORMATION:
At MBI Financial, all complaints are to be taken seriously and dealt with in a professional manner and we will employ our best efforts to respond and resolve where possible. All complaints and personal information collected, whether written or oral, must be handled in a timely, professional and confidential manner and our process is detailed below.
Please contact your advisor initially as most problems can be resolved quickly and easily by speaking with your advisor. If you are not satisfied with the resolution please contact the Complaints Officer for MBI Financial:
Complaints Officer – MBI Financial
48 Talbot St. W.
Blenheim, ON N0P 1A0
By Phone or Fax:
In accordance with our Complaint Handling Policy, the Complaints Officer will acknowledge receipt of your complaint within 5 business days. Our Complaints Officer may be required to contact the Managing General Agency (MGA) and/or Issuer in order to conduct an investigation or to finalize a resolution depending on the product type and circumstances of the complaint. Once an investigation has been completed, a written summary of the investigation which addresses the client’s complaint will be prepared and forwarded to the client. Generally this will be completed within 4-6 weeks. In the event that additional time is required, you will be notified in writing.
If the complaint is in regards to insurance and the response you receive is still not satisfactory you may contact The OmbudService for Life & Health Insurance (OLHI) who deals with concerns about life and health insurance products and services that have not been resolved through the company’s dispute resolution system.
OmbudService for Life & Health Insurance (OLHI)
401 Bay Street, Suite 1507 P.O. Box 7 Toronto, Ontario M5H 2Y4
Toll-free telephone number: 1-888-295-8112 (Canada wide)
Deposit Product Complaints:
If the complaint is in regards to deposit product and the response you receive is still not satisfactory you may contact The Ombudsman for Banking Services and Investments (OBSI) who is an independent service for resolving banking services and investments disputes that have not been resolved through the company’s dispute resolution system, for a further review of your complaint.
Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505, P.O. Box 5
By Phone or Fax:
Toll free: 1-888-451-4519