Guildwell is committed to handling complaints fairly, consistently, transparently and without unnecessary delay.
A complaint may relate to a service, transaction, communication, member of staff, control process or third-party-supported activity.
It does not need to use the word “complaint” to be treated as one.
How to make a complaint
If you are dissatisfied with any aspect of your relationship with Guildwell, you can submit a complaint directly to Guildwell Concierge.
Guild Financial Ltd. / Guildwell Canada
Sparling Financial, Cayman Islands
concierge@sparlingfinancial.com
Complaints received through Concierge are routed to the Guildwell entity responsible for the relevant service and into the appropriate complaints-handling process.
How complaints are handled
Once received, the complaint is assigned to the responsible Guildwell entity and reviewed by an appropriately qualified person.
Where appropriate, the person investigating the matter will be independent of the issue being complained about.
Receipt of the complaint is acknowledged in writing without delay.
Complaints are investigated in a fair, consistent and impartial manner.
Where resolution is materially delayed, the complainant may receive progress updates, and a written final response is provided where appropriate.
Which Guildwell entity handles the complaint?
Responsibility depends on the service or conduct concerned.
If a complaint is received by the wrong Guildwell entity, it will not be rejected solely for that reason.
It will be routed to the entity responsible for the relevant service.
Where more than one Guildwell entity is involved, responsibility for investigating and resolving the matter is allocated according to the service and conduct concerned.
Any personal information shared between entities as part of the complaints process is handled under the applicable privacy and data controls.
What may be covered
Complaints may relate to matters including:
- client service
- payments or transactions
- fees or communications
- onboarding or account administration
- operational issues
- safeguarding or client protection
- third-party-supported services
- compliance or regulatory concerns
- securities arranging or related activity where applicable
- conflicts of interest or conduct concerns
Escalation and oversight
Material, unresolved or potentially systemic complaints are escalated through the appropriate management and governance channels.
Where a complaint or pattern of complaints indicates a material control failure, client risk or other significant issue, Guildwell considers whether further remediation, investigation or regulatory action is required.
Where notification to a regulator or other authority is required by applicable law or regulation, the responsible Guildwell entity makes that assessment and takes the appropriate action.
Cayman Islands external escalation
Complaints concerning Sparling Financial should first be raised directly through Guildwell Concierge at:
concierge@sparlingfinancial.com
If a regulatory complaint remains unresolved, the complainant may also use the complaints process provided by the Cayman Islands Monetary Authority.
Cayman Islands Monetary Authority complaints process (opens in a new tab)
Recordkeeping and privacy
Complaints and related correspondence are retained in accordance with the Group's applicable recordkeeping requirements.
Complaint information is handled in accordance with Guildwell's privacy and data protection controls.
Records may include the nature of the complaint, relevant correspondence, investigation, actions taken, escalation and outcome.