Customer complaints

Whether you have a compliment or a concern, we want to know.


To help ensure your satisfaction, we need your feedback. Has something about your Quadrus investment experience exceeded your expectations? Or has something made you feel you haven't received the care your investments deserve? Either way, we want to know.  

How to provide your feedback

We encourage you to write to us. If you need help for any reason, please contact us.

To protect confidentiality, we only deal directly with clients or with other individuals who have a client’s express written authorization to deal with us.

How we handle feedback

We’ll relay compliments about your Quadrus investment experience to the appropriate person. 

We’ll forward complaints to qualified compliance or supervisory personnel. All complaints are reviewed fairly, considering relevant documents and statements.

In both cases, we’ll let clients know we’ve received their message within five business days of receiving it.

How we respond to complaints

Once we complete our review of a complaint, we’ll respond in writing generally within 90 days, unless we’re waiting for additional client information or the case is unusual or complex.

Our response may be an offer to resolve the complaint, a denial of the complaint with an explanation or another appropriate response.

If we offer a client a financial settlement, we may ask the client to sign a release and waiver form.

Still have concerns?

If you’re unsatisfied with our final response to your complaint, the Mutual Fund Dealers Association (MFDA) and Ombudsman for Banking Services and Investments (OBSI) also have complaint processes.

Contact us

Please get in touch to provide feedback or ask a question about our client satisfaction process.


Quadrus complaints and investigations

Quadrus Investment Services Ltd.

T-370, 255 Dufferin Ave.

London, ON  N6A 4K1