Our complaint handling process 

At Mercer Global Investments Canada Limited (MGI), our clients’ satisfaction is very important to us. If our service(s) or product(s) have not met your expectations and you wish to make a complaint, please contact MGI to submit your concerns.

We are committed to resolve any complaints in a fair, equitable and timely manner.

Filing a complaint with us

If you have a complaint about our services or a product, contact us at:

Mercer Global Investments Canada Limited
120 Bremner Boulevard, Suite 800
Toronto, ON M5J 0A8, Canada
Attention: Client Service Manager
Telephone: +1 (416) 868.2000

You may want to consider using a method other than email for sensitive information.

If you reside in Québec, you may also use the Complaint Form from the Autorité des marchés financiers (“AMF”). 

  • Tell us:
    • What went wrong.
    • When it happened.
    • What resolution you are looking for.
    • Contact us if you need assistance in filing your complaint.
  • 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.

  • Help us resolve your complaint sooner

    • Make 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.
    • Contact us for information regarding the processing of your complaint.
  • We will provide our decision

    We normally provide our decision in writing, within 90 days of receiving a complaint (or if you are a Québec resident, within 60 days).

    It will include:

    • A summary of the complaint.
    • The results of our investigation.
    • Our decision on how to resolve the complaint, and
    • An explanation of our decision.
  • If our decision is delayed

    If we cannot provide you with our decision within 90 days (or within 60 days if you reside in Québec), we will:

    • Inform you of the delay.
    • Explain why our decision is delayed.
    • Give you a new date for our decision. If you reside in Québec, the additional time to provide you with our decision may not exceed 30 days. 
  • 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.

Taking your complaint to OBSI

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

OBSI can only recommend compensation of up to $350,000.

OBSI’s service is available to clients of our firm. 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. Keep in mind there are time limits for taking legal action. 

  • Who can use 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.
    • 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.
    • You file your complaint with OBSI according to its time limits below.
  • Time limits apply
    • 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 up to 180 days after we provide you with our decision to take your complaint to OBSI.
  • Filing a complaint with OBSI

    Email: ombudsman@obsi.ca

    Telephone: 1-888-451-4519 or 416-287-2877 in Toronto

Taking your complaint to the AMF

If you are a Québec resident, you can request that your complaint record be reviewed by the AMF by using the Form to Request the Transfer of a File to the AMF and we are obligated to send your complaint record to the AMF no later than 15 days following receipt of your request.

Additionally, you may also consider the free mediation service offered by the Autorité des marchés financiers (AMF).

The AMF can be reached at www.lautorite.qc.ca or 1-877-525-0337

If you have a complaint about our services or a product, please visit this page.