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Customer Complaint Handling Procedures

Global Pacific Financial Services Ltd. is committed to providing excellent products and service to Advisor’s and their clientele.  When concerns or complaints arise, we take them seriously.

The following steps will ensure you receive a timely, fair and professional response. 

If you are an advisor: 

Step 1: Contact Global’s Quality Assurance Specialist at:

Email: quality.assurance @globalpacific.com 

We are happy to help you with any concerns you may have. Most concerns can be resolved by talking with your Account Manager.

If you are a client: 

Step 1: Contact your advisor 

Most concerns can be resolved by talking with your advisor. If a resolution is not reached with your Advisor’s assistance, go to Step 2.

Step 2: Contact Global’s Quality Assurance Specialist at:

Email: quality.assurance @globalpacific.com 

Call: 1.800.561.1177 

To submit a complaint for review, please provide the following:

details of your complaint;

a summary of the facts surrounding the complaint;

all relevant documents related to your complaint;

a summary explaining why you disagree with the Advisor or Service Representative’s decision or handling, why you are dissatisfied with a product or service or why you are dissatisfied with the response you received; and,

the resolution you are seeking and why you believe this resolution is appropriate.

This information will help the person reviewing your complaint to fully understand the situation and ensure your concerns are properly addressed.

The complaint must contain probable cause to believe that any law, regulation or rule may have been violated.  We will try to resolve your complaint quickly and fairly. If you still have concerns, go to Step 3.

Step 3: Contact customer service at the Insurance Company or Financial Institution:

The Carrier/Financial Institution will investigate any complaint that you initiate and respond back to you with the results of their investigation, in most cases within three months of receipt of the complaint. It is helpful if your complaint is in writing. Written complaints should contain the following:

A summary of the facts surrounding the complaint;

Copies of pertinent documentation; and

A statement of the desired resolution.

The complaint must contain probable cause to believe that any law, regulation or rule may have been violated. Complaints are taken seriously, attempts are made to resolve complaints quickly and fairly. Complaints can take 4-6 weeks to investigate. If you are dissatisfied with the outcome, you can escalate to provincial authorities below.

Step 4:  External Agencies

If your concern or complaint cannot be resolved to your satisfaction, the next step is to seek assistance from an external agency:

OmbudService for Life & Health Insurance

The OmbudService for Life and Health Insurance (OLHI) is a national independent complaint resolution and information service for consumers of Canadian life and health insurance products and services, including life, disability, employee health benefits, travel and insurance investment products such as annuities and segregated funds. 

OmbudService for Life and Health Insurance 

401 Bay Street 

PO Box 7 

Toronto, ON M5H 2Y4 

Phone: 1-888-295-8112

Website: www.olhi.ca

For consumer provision complaints 

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws (or “consumer provisions”). There are various consumer provisions that apply to financial institutions including the requirement to have a complaint handling procedure in place that is available to the public. The FCAC does not provide compensation or address individual disputes. It will review whether a financial institution has complied with the FCAC requirements. For more information about the FCAC, including a listing of consumer provisions that apply to us, please contact the FCAC directly. 

Financial Consumer Agency of Canada 

427 Laurier Avenue West, 6th Floor 

Ottawa, ON K1R 1B9 

Phone: 1-866-461-FCAC (3222) 

Website: www.fcac-acfc.gc.ca

Revised Date : 20181003