Computershare is a global market leader in transfer agency and share registration, employee equity plans, mortgage servicing, proxy solicitation and stakeholder communications. As a large financial institution, they have a dedicated customer service process to handle inquiries and resolve issues. This guide outlines how to navigate Computershare’s customer service channels and escalate your concerns if necessary.
Contacting Computershare Customer Service for Investors and Shareholders
If you’re an investor, shareholder, plan participant, or individual customer with an issue, your first step should be contacting Computershare’s call center resolutions team.
Phone: You can reach a customer service representative directly by calling 1-800-564-6253.
Email: While not as secure as a phone call, you can also email your concerns to [email protected]. Be mindful of potentially sensitive information when using email.
Escalating Your Issue with Computershare
If the initial contact with a customer service representative doesn’t resolve your problem, you can escalate your issue. Request to speak with a supervisor who will review your case. This step is crucial before further escalation. If the supervisor is unable to resolve your concern, you can contact the Office of the President.
Mail: Provide a detailed account of your issue, including names, dates, contact information, and previous attempts at resolution, in a letter addressed to:
Office of the President
Computershare
100 University Avenue, 8th Floor
Toronto, Ontario M5J 2Y1The Computershare Ombudsman: Independent Review of Complaints
For unresolved issues after exhausting the previous steps, the Computershare Ombudsman offers an impartial review. Remember to include information about previous contacts and the reasons for your dissatisfaction. The Ombudsman’s role is to objectively assess the merits of your complaint. Contact the Ombudsman at the same address as the Office of the President. You will receive a written response summarizing the Ombudsman’s findings, which is generally considered Computershare’s final decision.
External Resources for Unresolved Complaints
If you’re unsatisfied with the Ombudsman’s decision, external regulatory bodies offer assistance, primarily for issues with federally regulated services like those provided by Computershare Trust Company of Canada (CTCC) and Computershare Advantage Trust of Canada (CATC). These options include:
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Autorité des marchés financiers (AMF) (Quebec residents): Regulates Quebec’s financial markets. After Step 2 of the internal complaint process, you can request CTCC or CATC transfer your file to the AMF.
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Ombudsman for Banking Services and Investments (OBSI) (All other provinces): Provides an impartial resolution process for banking and investment complaints. They will typically only review cases after the Computershare Ombudsman has made a decision.
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Financial Consumer Agency of Canada (FCAC): Oversees federally regulated financial institutions for compliance with consumer protection laws. They address systemic issues rather than individual complaints.
Resolving Issues as a Computershare Corporate Client
Corporate clients should contact their designated relationship manager to address any concerns. If you are unsure who your relationship manager is, you can email [email protected]. If the issue remains unresolved, follow the same escalation process as individual clients, starting with escalating to a team leader, manager, or consultant, then the Office of the President, and finally, the Computershare Ombudsman.
Conclusion
Computershare offers a multi-tiered customer service system to address various issues. Understanding these processes and escalating your concern through the appropriate channels will help ensure your complaint receives the attention it deserves. Remember to document each step and communication for a more effective resolution process.
