Filing a complaint with us:
Complaints may be delivered in writing, including email to:
YL Capital Ltd.
Attention: Chief Compliance Officer
Suite 1500 - 701 West Georgia Street
Vancouver, BC V7Y 1C6
Email: compliance@ylcapital.ca
You may want to consider using a method other than e-mail for sensitive information. Tell us:
• Tell us what went wrong
• When it happened and
• What action you expect – for example, compensation, an apology, or account correction.
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.
• Help us resolve your complaint sooner by making your complaint as soon as possible
• Reply promptly if we ask you for more information
• Keep copies of all relevant documents, such as letters, emails, and notes of conversations with us or other relevant parties.
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, and 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 and explain why our decision is delayed and give you a new date for our decision.
If you are not satisfied with our decision, you may be eligible for the Ombudsman for Banking Services and Investments ("OBSI") dispute resolution service.
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.
You may be eligible for OBSI's free and independent dispute resolution service if:
• We do not provide our decision within 90 days after you made your complaint, or you are not satisfied with our decision. You have the right to use OBSI services if your complaint relates to a trading or advising activity of our firm or by one of our portfolio managers or dealing representatives.
• 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 and,
• You file your complaint with OBSI according to its time limits.
If we do not provide you with our decision within 90 days, you can take your complaint to OBSI any time after the 90-day period has ended. If you are not satisfied with our decision, you have upto 180 days after we provide you with our decision to take your complaint to OBSI.
Contact OBSI 20
Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Email: ombudsman@obsi.ca
Toll-free: 1-888-451-4519
Greater Toronto Area: 416-287-2877
For more information about OBSI and their complaint process, visit www.obsi.ca.
OBSI's service is available to clients of our firm; you do not need a lawyer and OBSI works confidentially and in an informal manner. During its investigation, OBSI may interview you and us; we are required to cooperate.
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 of our representatives who have been involved with your complaint
• Details of your complaint
• All relevant documents, including any correspondence and notes of discussion with us
Once OBSI has completed its investigation, it will provide its recommendations to you and to YLC. OBSI's recommendations are not binding on either party.
OBSI can recommend compensation of up to $350,000. If your claim is higher, you will have to agree to that limit on any compensation you seek through OBSI. If you want to recover more than $350,000, you may want to consider another option, such as legal action, to resolve your complaint.
This 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. You always have the right to go to a lawyer, who can advise you of your options. There are time limits for taking legal action.
