Information for Clients on IPC Securities Corporation's Complaint Resolution Policy

IPC Securities Corporation

IPC Securities Corporation has procedures in place to handle any written or verbal complaint received in a fair and prompt manner. This is a summary of those procedures, which we provide to new clients, clients who have filed a complaint and that we also make available on our website at www.ipcc.ca.

IPC Securities Corporation’s (“IPCSC”) Policy is to request that all complaints be filed in writing. There may be instances where IPCSC receives a verbal complaint from a client which will warrant the same treatment as a written complaint. However, unless it is totally impractical or there are other compelling reasons not to, clients will normally be advised that we will require their complaint in writing before we can proceed any further. For confidentiality reasons, we will only deal with the client or another individual who has the client’s express written authorization to deal with us.

IPCSC has appointed its Vice President, Risk Management & Chief Compliance Officer (CCO) as its Designated Complaints Officer.

How to Contact the Designated Complaints Officer:
Your concern and supporting documents which will be of assistance to us in reviewing your concerns can be submitted by the following methods:

By Mail To:
IPC Securities Corporation
Attn: Compliance Department – Designated Complaints Officer
700 - 2680 Skymark Avenue
Mississauga, ON
L4W 5L6

By Fax To:
Attn: Compliance Department – Designated Complaints Officer.
Our fax number is: (905) 212-9167

By Email To:
complaintresolution@ipcc.ca

We acknowledge complaints promptly, generally within 5 business days. Within the acknowledgement, you will be provided the name and contact information of the Complaints & Investigations Officer responsible for handling the complaint as well
as a copy of An Investor’s Guide to Making a Complaint.

Assessing the Complaint:
The Complaints & Investigations Officer will conduct a factual investigation and analysis of the matters specific to the complaint. In order to accomplish this, we will gather information including a written response from your Advisor addressing the issues raised in the complaint, copies of documentation completed and any other documentation which may be available (notes, e-mails). The Complaints & Investigations Officer will review all documentation as well as the comments of
both the client and Advisor to assess the merits of the complaint. Additional
analysis may be necessary, dependant on the nature of the complaint.

Conclusion:
Once the investigation has been completed, a written summary of the investigation which addresses your concerns will be prepared and forwarded you within 90 calendar days. In the event that additional time is required, you will be notified in writing and provided with both an explanation as to why our response has been delayed along with our best estimate of the time required for completion of our response.

If you are dissatisfied with our examination of your complaint or the outcome of
the examination, you may respond to our letter indicating the issues which you
feel were not addressed. We will respond to communications you send us after our response to the extent necessary to implement a resolution or to address any new issues or information you provide. You may also refer to the Investor’s Guide to Making a Complaint brochure which will be included with the response. This brochure provides guidance regarding the options available to you should you wish to pursue the matter further and includes guidance on the statutes of limitations.

Note: IPCSC cannot assist clients who have experienced losses due to market fluctuations within suitable investments. Our policy is to review the suitability of the investments in comparison to the clients stated risk tolerance and investment objectives.