ZED Financial Partners (ZED) is registered as an Exempt Market Dealer (EMD) under The Canadian Securities Administrators’ National Instrument 31-103 – Registration Requirements and Exemptions (NI 31-103).

NI 31-103 requires registered Financial Services Providers (FSPs) to provide dispute resolution services as follows:

Section 13.16
Dispute resolution service

• A registered firm must ensure that independent dispute resolution or mediation services are made available, at the firm’s expense, to a client to resolve a complaint made by the client about any trading or advising activity of the firm or one of its representatives.

• If a person or company makes a complaint to a registered firm about any trading or advising activity of the firm or one of its representatives, the registered firm must as soon as possible inform the person or company of how to contact and use the dispute resolution or mediation services which are provided to the firm’s clients.

COMPLAINTS GENERALLY

The fair and timely handling of client complaints is vital to the overall integrity of the investment industry. ZED regards the handling of all client complaints as an essential element of the proper servicing of clients and believes an effective framework for dealing with client complaints is in keeping with appropriate standards of professionalism for the industry.

WHAT CONSTITUTES A COMPLAINT

A “complaint” can be against ZED as a firm or against any employee of ZED.

A complaint is any:

• recorded expression of dissatisfaction alleging misconduct (voice mail, email, fax, letter, scribbled note, etc.); or
• verbal expression of dissatisfaction alleging misconduct.

A mistake or oversight is not misconduct.

The following are defined as misconduct:

• allegations of breach of confidentiality
• theft, fraud
• forgery
• misrepresentation
• inappropriate financial dealings with clients
• engaging in securities related activities outside of ZED, which has led to or could possibly lead to a conflict of interest.

THE COMPLAINT PROCESS

Direct your Complaint to Compliance

All written complaints of alleged misconduct relating to the dealings with ZED, must be directed by the client or a person authorized on behalf of the client to the “designated complaints officer” (DCO) who is the also Chief Compliance Officer (CCO) at ZED. If you are unsure if the complaint is about alleged ‘misconduct’, contact the DCO.

All complaints will be handled by the CCO who will conduct a fair and thorough investigation of the complaint.

ZED will send an acknowledgement letter within 5 days of receipt of the complaint, which includes the following:

• the name, job title, and full contact information of the DCO
• that the client should contact the DCO with any inquiries regarding the complaint
• a request for any information reasonably required to investigate the complaint.

Response Letter

Upon completion of ZED’s investigation into the alleged misconduct, ZED will provide a response letter within 90 days of the receipt of the complaint setting out its findings and proposed resolution.

Should such proposed resolution not be acceptable, the procedures under Section 13.16 of NI 31-103 will be invoked and a independent dispute resolution or mediation services will be made available, at the firm’s expense, to a client in order to resolve such a complaint.

Direct your Complaint to Compliance

Complaints alleging misconduct should be directed to the Designated Complaints Officer / Chief Compliance Officer at ZED.

Leon Raubenheimer

Chief Compliance Officer / Designated Complaints Officer

ZED Financial Partners
330 Bay Street Suite
Suite 510
Toronto, ON
M5H 2S8

Phone: (416) 861 0970
Fax: (416) 861 8422
moc.laicnanifdeznull@rnoel