Complaint Resolution Policy

Complaint Resolution Policy

Northern Lights Capital (NLC) participates in a thorough process when reviewing a complaint. NLC adheres to required regulatory complaint handling procedures when assessing written or verbal client complaints. NLC is committed to dealing with verbal and/or written complaints fairly and in a timely manner.

Each new client of NLC receives a copy of our complaint handling procedures at the time of account opening.

Due to reasons of confidentiality, NLC will only correspond with the complainant and/or an individual to whom the complainant has provided NLC with written signed authorization to share private information. At times, NLC may request additional information from the complainant when evaluating the complaint.

NLC has appointed the Chief Compliance Officer (CCO) as the Designated Complaints Officer. Concerns, requests for additional information, and/or documentation in support of a complaint can be submitted to:

Northern Lights Capital

Attn: Arpad Komjathy
251 Consumers Road, Suite 1200
Toronto, Ontario M2J 4R3

Within 5 business days, complainants will receive an acknowledgement letter. The acknowledgement letter will include the contact information for the Complaints Officer assigned to review and assess the complaint. Included with the acknowledgement letter will be a copy of the IIROC brochures “Making a Complaint: A Guide for Investors” and “How Can I Get My Money Back? A Guide for Investors”; which can also be reviewed at: https://www.iiroc.ca/investors/makingacomplaint/Pages/default.aspx

These brochures provide guidance on statute and/or limitation periods and outline the options available to complainants should they wish to pursue the matter beyond NLC, which include the Investment Industry Regulatory Organization of Canada (IIROC), the Ombudsman for Banking Services (OBSI), independent arbitration, or legal action.

Within 90 calendar days, complainants will be provided a written substantive response from NLC; which will include: a summary of the complaint, results of our investigation, subsequent final decision, and additional options available to complainants should they not be satisfied with the firm’s response.

Should NLC require additional time outside of the 90 calendar day period, NLC will write to complainants outlining the reasons for the additional time required and a new estimated time of completion.