We always try our best to provide the optimal client experience. In light of that, it is possible that someone has a concern or complaint that they would like to address with our team.  We take all feedback of the client’s experience with the upmost importance.

Filing a complaint

If we are unable to resolve a concern or complaint together, then the complaint can be submitted to our Complaints Officer. This can be completed via email:

Please provide the following:

  • Name:
  • Telephone number:
  • Description of the complaint:


The Complaints Officer is a third party person.

The Complaints Officer will initially investigate the concern or complaint submitted.

After review, the Complaints Officer will send a written response addressing the issue no later than 10 working days after filing the complaint.

This response will contain at least the following information:

  • whether the complaint is admissible
  • address the concern or complaint
  • provide desirable steps that can be taken to resolve any issues

The Complaints Officer can also offer support with this process if necessary.  If the complaint is not resolved in a manner satisfactory to the complainant, the Complaints Officer will refer the complainant to The Disputes Committee, which can assist in taking any further steps.