Our privacy policy can be found here (https://cumberlandprivate.com/privacy-policy/)
Complaints
If you are not satisfied with a financial product or service you can make a complaint to us to seek resolution of the problem. Cumberland has set up a process for handling client complaints on a fair and timely basis.
Service-related complaints:
If you have a complaint regarding a service-related or an administrative issue, we urge you to first speak with your Portfolio Manager or Registered Representative to determine if it may be dealt with quickly and easily. We may respond to your service-related complaint verbally or in writing.
Compliance-related complaints:
If your complaint alleges a potential compliance-related misconduct such as breach of confidentiality, theft, fraud, misappropriation or misuse of funds or securities, forgery, unsuitable investments, misrepresentation, unauthorized trading, engaging in securities related activities outside of Cumberland or inappropriate personal financial dealings with clients we encourage you to contact our Chief Compliance Officer:
Cumberland Private Wealth Management Inc.
Attention: Chief Compliance Officer
99 Yorkville Avenue
Suite 300
Toronto, ON M5R 3K5
Tel: 416.929.1090
Fax: 416.929.1172
If you provide us with a verbal compliance-related complaint, we may request that you provide us with the details of the complaint in writing.
Upon receipt of a written complaint or of a verbal complaint, which is deemed to be compliance-related, we will acknowledge your complaint with a written response letter within 5 business days of receipt of the complaint. We will provide you with the name and contact information of the person coordinating the investigation, and we will also provide you with information on other options available to you in the event that our response to you is not to your satisfaction.
Cumberland will commence an internal investigation of the complaint, and within 90 days (or 60 days for residents of Québec), we will provide you with a summary of the complaint, the results of our investigation and our decision and on the complaint including an explanation. Should our investigation take over 90 days (or 60 days for residents of Québec), we will contact you and we will provide you with the reason for the delay, and a new estimated time of completion.
If you are a resident of Quebec, you may ask the AMF to examine your complaint file if:
- You are dissatisfied with our final response, or
- More than 60 days have passed and you have not received a final decision
The AMF offers an independent, free complaint examination service.
Contact the AMF at:
Autorité des marchés financiers (AMF)
Place de la Cité, Tour Cominar
2640, boul. Laurier, bureau 400
Québec (Québec) G1V 5C1
Toll-Free: 1-877-525-0337
Website: www.lautorite.qc.ca
Other Resources
We provide you with a copy of the Canadian Investment Regulatory Organization (CIRO) brochures, How CIRO protects investors and How to Make a Complaint at the time you open your account(s) with us, and they can also be found here:
These brochures outline other avenues of dispute resolution that are available to you as well as the various statues of limitations in dealing with any concerns you may have.
Significant Business Disruption
In the event of a significant business disruption (“SBD”) (e.g. major power failure, pandemic etc.) Cumberland has put in place a business continuity plan to ensure clients have access to their accounts.
Our portfolio managers will communicate with clients as soon as possible following the occurrence of an SBD to update them on the status of our ongoing services to them and to let them know how we are coping with the emergency. The main objective in developing the internal plan was to provide seamless restoration of services where possible but in any event to allow all clients access to their accounts within a period not exceeding 48 hours.
Clients may contact Cumberland using the quickest available means, including:
Telephone: 416.929.1090
Fax: 416.929.1172
E-Mail: contact@cpwm.ca (or your PM’s e-Mail address)
We will post information on our Site (to the extent possible) concerning ongoing communication and other incident/service related developments which may be helpful to our clients in respect of the Cumberland accounts.
In the unlikely event that communication with Cumberland is not possible, clients may get assistance/access to their accounts by contacting:
National Bank Independent Network:
nbinibteam@nbc.ca
Toll Free: 1-844-262-4606, option # 1 to speak to the next service co-ordinator
Accessibility Policy
At Cumberland, we are dedicated to providing an accessible environment for all and are committed to providing our services in a way that respects the dignity and independence of people with disabilities. Cumberland will make every reasonable effort to ensure that persons with disabilities are provided equal opportunity to obtain, use and benefit from our services and facilities in a manner that respects their dignity and independence.
Persons with disabilities may use assistive devices, service animals and support persons, as necessary. We will work closely with individuals to assess their personal accessibility needs and collaborate on a plan to meet those needs. Those wishing to discuss their personal needs, please contact us.
Cumberland is an equal opportunity employer and does not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status or disability.