How to submit a compliment or complaint to Canwa Financial & Insurance Services Inc.
Clients wishing to submit a compliment or complaint to Canwa Financial & Insurance Services Inc. may submit such in writing or email to our Head Office by using the contact information immediately below. Complaints can also be made to the Chief Compliance Officer or representative of Canwa. All complaints will be forwarded for timely response. Clients are encouraged to make their complaints in writing or by email where possible. Where clients have difficulty putting their complaint in writing, they should advise us so that assistance can be provided. For confidentiality reasons, Canwa will deal only with the client or another individual who has the client’s express written authorization to act on their behalf.
By email: compliance@canwagroup.com
By post: Canwa Financial & Insurance Services Inc. 760-5900 No.3 Road, Richmond BC V6X 3P7
Complaint Handling Procedures
Canwa Financial will acknowledge receipt of complaints in writing, generally within five (5) business days of receipt. All complaints will be reviewed fairly, considering all relevant documents and statements obtained from the client; Canwa Financial records, representative(s), and other staff members; and any other relevant source.
Once the review is complete clients will be provided with a written response. The response may be an offer to resolve the complaint, or a denial of the complaint with reasons or another appropriate response.
Canwa Financial will provide a response to the complainant, usually within ninety (90) days, unless additional information from the complainant is outstanding, or the case is novel or very complicated. Canwa Financial will respond to communications from the complainant after the date of its response to the extent necessary to implement a resolution or to address any new issues or information provided.
Clients may contact Canwa Financial at any time to provide further information or to inquire as to the status of their complaint, by contacting the individual handling their complaint or by contacting the Chief Compliance Officer at head office.
