EST. 2018
Client Concerns and Complaints
WE WANT TO HEAR FROM YOU
Your trust is the foundation of our work. If something doesn't feel right, whether it's about your plan, your account, a product or how you were treated, please tell us. Every concern is taken seriously, handled confidentially, and reviewed fairly.
TALK TO US
Many concerns can be resolved with a simple conversation. You can reach us by phone, email or in writing:
Northern Asset Management
Derek Schaefer
280 King Street, Suite 1, Spruce Grove, AB
780-733-1259
admin@northernassetmanagement.com
It helps to put your concern in writing and include:
- Your name and contact information
- The account or policy involved, if applicable
- What happened, with dates if possible
- How you'd like the concern resolved
INVESTMENT-RELATED CONCERNS
Mutual fund and securities-related services are provided through Global Maxfin Investments Inc., a Mutual Fund Dealer regulated by the Canadian Investment Regulatory Organization (CIRO).
Complaints about investment accounts, mutual funds, ETFs or other investment products are forwarded to Global Maxfin's Compliance Department, which reviews them independently. You can also contact them directly:
Global Maxfin Investments Inc. – Compliance Department
[Attention: Chief Compliance Officer]
100 Mural Street, Suite 201, Richmond Hill, ON L4B 1J3
[Phone: 416-642-3532]
[Email: advisorservices@globalfinancial.ca]
What to expect: Global Maxfin will acknowledge your complaint [within 5 business days] and aim to provide a substantive response [within 90 days].
IF YOUR INVESTMENT COMPLAINT ISN'T RESOLVED:
Ombudsman for Banking Services and Investments (OBSI)
OBSI is a free, independent service that reviews unresolved investment complaints. You can take your complaint to OBSI if you aren't satisfied with Global Maxfin's final response, or if you haven't received a response within 90 days. Please contact OBSI within 180 days of receiving the firm's final response.
Toll-free: 1-888-451-4519
TTY: 1-844-358-3442
Email: ombudsman@obsi.ca
Website: www.obsi.ca
Mail: 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto, ON M5H 3R3
Canadian Investment Regulatory Organization (CIRO)
CIRO oversees investment and mutual fund dealers in Canada. You can contact CIRO if you have concerns about the conduct of a firm or advisor. CIRO investigates potential rule violations but does not arrange compensation for investors.
Toll-free: 1-877-442-4322
Website: www.ciro.ca (secure online complaint form available)
Mail: 40 Temperance Street, Suite 2600, Toronto, ON M5H 0B4
Read CIRO's guide: How to Make a Complaint: https://www.ciro.ca/office-investor/how-make-complaint
Life & Health Insurance Complaints
Insurance products are provided through the applicable licensed insurance channel and are issued by the insurance company named on your policy.
If you have a concern about a life, disability, critical illness or health insurance product:
1. Contact us first, and we'll help you with the insurer's complaint process.
2. Ask the insurance company to review your complaint and provide its final position in writing.
3. If you aren't satisfied with that final position, you can contact OLHI.
Ombud Service for Life & Health Insurance (OLHI)
OLHI is a free, independent and impartial service for Canadians with life and health insurance complaints.
Toll-free: 1-888-295-8112
Bell Relay Service: 1-800-855-0511
Website: olhi-oap.ca
Mail: 2 Bloor Street West, Suite 700, Toronto, ON M4W 3E2
Concerns about the conduct of a licensed insurance agent in Alberta may also be directed to the Alberta Insurance Council at www.abcouncil.ab.ca.
OTHER OPTIONS
You may also choose to seek independent legal advice. Please note that legal time limits may apply to some claims.
For privacy-related concerns, please see our Privacy Policy.
Last updated: [September 25, 2026]