Complaints
Where to reach us
If you have a complaint about our services or a product, you can contact us via mail, email or phone.
Mail: Foundation Wealth Partners LP
Attention: Compliance
1128 Yonge Street, Suite 300
Toronto, Ontario M4W 2L8
Email: CCO@foundationwealth.ca
Phone: (647) 417-0210
You may want to consider using a method other than email for sensitive information.
Sharing the details of your complaint
For us to help resolve your complaint promptly, please notify us as soon as possible and include:
· what went wrong
· when it happened
· what you expect; for example, money back, an apology, account correction
We encourage you to keep copies of all relevant documents, such as letters, emails and notes of conversations with us.
We will acknowledge your complaint
We will acknowledge your complaint in writing, as soon as possible, typically within 5 business days of receiving your complaint. We may ask you to provide clarification or more information to help us resolve your complaint.
We normally provide our decision in writing, within 90 days of receiving a complaint. It will include:
· a summary of the complaint
· the results of our investigation
· our decision to make an offer to resolve the complaint or deny it, and
· an explanation of our decision
If we cannot provide you with our decision within 90 days, we will:
· inform you of the delay
· explain why our decision is delayed, and
· provide you with a new date for our decision.
If you are a Quebec resident
If your complaint can be resolved to your satisfaction within 20 days, your complaint may be handled verbally and without our written acknowledgement.
In all other cases, we will provide you with a written acknowledgement of your complaint within 10 days. A final written decision will be provided within 60 days, or a maximum of 90 days if exceptional circumstances apply. You will be given a reasonable time to respond to any proposed resolution. Once you accept, the proposed resolution will be implemented within 30 days.
If you are not satisfied with the process or the proposed resolution, you may escalate your complaint to the Autorité des Marchés Financiers (“AMF”). Please notify us in writing of your intent to file a complaint with the AMF and provide details of your complaint so we may promptly assist the AMF in their review. Details on how to submit a complaint can be found on AMF’s website:
EN: https://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint
FR: https://lautorite.qc.ca/grand-public/assistance-et-plainte/formuler-une-plainte
If you are not satisfied with our decision
If we do not provide our decision within 90 days after you made your complaint, you may be eligible for the free and independent dispute resolution service by the Ombudsman for Banking Services and Investments (OBSI).
If you are not satisfied with our decision, you have up to 180 days after we provide you with our decision to take your complaint to OBSI.
You have the right to use OBSI’s service if your complaint relates to a trading or advising activity of our firm or by one of our representatives, or if you brought your complaint to us within 6 years from the time that you first knew, or ought to have known, about the event that caused the complaint. OBSI can recommend compensation of up to $350,000.
Contacting OBSI
If you take your complaint to OBSI, you can reach them via email at ombudsman@obsi.ca or via telephone: 1-888-451-4519 (toll-free) or 416-287-2877 (Greater Toronto Area). You may also find further details on OBSI’s website:
https://consumerportal.obsi.ca/public/inquiries/inquiry
https://www.obsi.ca/en/for-consumers/how-the-complaint-process-works/
OBSI can help you best if you promptly provide all relevant information, including:
· your name and contact information
· our firm’s name and contact information
· the names and contact information of any representatives involved in your complaint
· the details of your complaint
· all relevant documents, including any correspondence and notes of discussions with us
A word about legal advice
You always have the right to go to a lawyer or seek other ways of resolving your dispute at any time. A lawyer can advise you of your options. There are time limits for taking legal action. Delays could limit your options and legal rights later on.
Raising your complaint with OBSI (or the AMF, if you reside in Quebec) does not restrict your ability to take a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action in court. Keep in mind there are time limits for taking legal action.
Version: June 2025