Legal Information &
Terms of Use

Thank you for visiting Credential Direct! Before using our site, it’s important that you read and understand the terms and conditions below. These terms of use will be updated from time to time and revisions will be posted on this site. Your use of this Website constitutes acceptance of the following terms and conditions.

Who We Are

We are Credential Direct, a division of Credential Securities Inc., a member company of Credential Financial Inc. These products and/or services are only offered in jurisdictions where they may be lawfully offered for sale.

No Advice

The information on this Website is for general reference only. It is provided on an 'as is' basis. You should not rely on it for legal, accounting or tax advice. Persons accessing these pages are advised to obtain proper legal, accounting or tax advice where appropriate.

No Warranties or Liability

Every effort has been made to ensure the accuracy of the information presented on this Website. We are not legally liable under any circumstances to you for any damages (including direct, indirect, incidental, special, consequential, exemplary or punitive damages) for this Website or for any of the information on it. This includes, but is not limited to:

  • the quality, accuracy, completeness or reliability of the information on the site
  • its suitability for a particular purpose
  • any errors or omissions in the content
  • any use that may be made of the site or its content
  • any direct or indirect loss or damage that may result from the information on the site
  • any interruptions in access, delays, failures or loss of transmitted information
  • any viruses, contaminants or other distinctive properties that may be transmitted to your computer system

No Solicitation

Under no circumstances is the information contained in this Website to be used or considered as an offer to sell or a solicitation of an offer to buy a particular investment. Not all securities, products or services described are available in all countries, and nothing on this site constitutes an offer or solicitation of these securities products or services in any jurisdiction where their offer or sale is not qualified or exempt from registration.

The products and services described on pages of this Website are available only in jurisdictions where they may be legally offered for sale. Credential Direct is available in Canada to residents of the provinces of British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Prince Edward Island, New Brunswick, Nova Scotia and Newfoundland.

Currency

Unless otherwise specified, the currency used throughout this Website is in Canadian (CDN) dollars.

No Endorsements

This Website does not endorse or approve of any third parties or their advice, opinions, products or services, even if they appear on this Website or are linked to it.

External Links

When you leave the Credential Direct site through a link and view content that we have not provided, you do so at your own risk. We do not review, endorse or control the content of any third party sites. We are not responsible or liable in any way for electronic content delivered by any third party. We are not responsible under any circumstances for damages or losses caused by any delays, defects or omissions that may exist in the services, information or other content provided in a third party site.

Email

Any unprotected email communication over the Internet is, as with communication via any other medium (e.g. cellular phones, post office mail), not confidential, subject to possible interception or loss, and is also subject to possible alteration. Credential Direct is not responsible for and will not be liable to you or any one else for any damages in connection with an email sent by you to Credential Direct or an email sent by Credential Direct to you at your request.

Do not include confidential information such as account numbers or other personal information in email messages. If you would like to discuss your personal or account information please contact us by telephone.

Trademarks and Copyright

Names, words, titles, phrases, logos, icons, graphics or designs that appear in this Website may be trade names or registered or unregistered trademarks of ours or other member companies of Credential Financial Inc. If you download, re-transmit, copy or modify trademarks or other information in this Website without written permission, you may be violating statutory or common-law rights. Violation of these rights could lead to legal action.

All information in this Website is protected under the copyright laws of Canada and other countries. The information on this site is for your personal use only. No one may copy, modify, redistribute, reproduce, republish, re-transmit or make public or commercially use any information found in this Website in any form without our prior written consent.

Market Agreements

By using this site, you agree to our Electronic Brokerage Services Agreement, and to the terms of the Market Agreements with the New York Stock Exchange, the Nasdaq Stock Market, Inc. and Canadian exchanges on which you can trade through this site.

Mobile Access

  1. For the convenience of our clients, Credential Direct offers solutions designed for smartphone use, which may include microsites, applications or other similar tools (Mobile Solution). By using a Mobile Solution you agree to these Mobile Solution terms and conditions, in addition to the terms and conditions of all other applicable agreements.
  2. You must have a Credential Direct account in order to access the trading section of a Mobile Solution.
  3. A given Mobile Solution may not contain the same features , functionality, and services available on the full Credential Direct website. Services and features on a Mobile Solution may change at any time without notice.
  4. You agree that Credential Direct is not liable for any losses you incur due to the unavailability or malfunction of any feature or service on a Mobile Solution.
  5. Mobile Solutions may not be available for use in locations outside of Canada and the United States; and
  6. You are responsible for any fees imposed by a service provider that you might incur by accessing a Mobile Solution. 

US Registrations

In certain circumstances, Credential Direct may be able to deal with US residents holding Canadian self-directed tax advantaged retirement plans and temporary US residents. Securities offered through Credential Direct are not registered with the US Securities and Exchange Commission and are offered and sold in the US under an exemption from registration. Canadian self-directed tax advantaged retirement plans are not regulated under the laws of the US and Credential Direct is not subject to the federal broker-dealer regulations of the US. Credential Direct is subject to US state securities laws requiring the registration of broker-dealers.

Credential Securities Inc. and Credential Direct

Credential Securities Inc. is a member company of Credential Financial Inc. and provides its services in association with participating credit unions and other financial organizations including insurance agencies. Credential Direct is a trade name operating as a division of Credential Securities Inc., and is a separate business unit. Credential Securities Inc., Credential Asset Management Inc., Credential Insurance Services Inc., and Credential Financial Strategies Inc. are member companies of the Credential Financial Inc.

Unless Credential Direct tells you otherwise regarding a particular security, securities sold by Credential Direct are not covered by the Canada Deposit Insurance Corporation or by any other government deposit insurer that insures deposits in credit unions. The value of many securities may fluctuate, and past performance may not be repeated. Credential Securities Inc. is a member of the Canadian Investor Protection Fund ("CIPF"). A brochure describing the nature and limits of coverage is available upon request.

Credential Securities Inc. is a Member - CIPF (Canadian Investor Protection Fund/Fonds canadien de protection des epargnants)

Procedure for Handling Client Complaints

Credential® Complaint Resolution

At Credential, we take customer complaints seriously and we have procedures in place to ensure we address them properly. The following documents are designed to summarize our internal resolution procedures.

CD Complaint Resolution Process

Part One: Steps to Resolving a Complaint

  • Step 1 – Contact an Investment Representative
    If your complaint is in regards to a service or product, your dispute should be discussed with one of our Investment Representatives at 1.877.742.2900 or locally at 604.742.2900. Typically, Investment Representatives should be able to address most of your concerns.

  • Step 2 – Contact the Branch Manager
    If an Investment Representative is unable to satisfactorily address your matter, please forward your concern in writing to the Branch Manager at Credential Direct. The Branch Manager will work with you to resolve your complaint. Contact information for the Branch Manager is provided below.

    Credential Direct
    Attention: Provincial Branch Manager
    #700-1111 West Georgia Street
    Vancouver, BC,  V6E 4T6
    Tel: 1.877.742.2900 Fax: 604.714.2901

  • Step 3 – Contact the Dealer
    If you feel that the problem is not resolved or you wish to express concerns with the handling of the complaint, we encourage you to contact Credential Financial Inc. to resolve the matter. Our dispute and complaint process is fair, impartial and confidential. All inquiries should be sent in writing to the Designated Complaints Officer. Contact information for the Designated Complaints Officers is provided below.

    Dealer Credential Financial Inc.
    Attention: Designated Complaints Officer
    Mailing Address #700-1111 West Georgia Street
    Vancouver, British Columbia,  V6E 4T6
    Fax 604.714.3933
    Email complaints@credential.com

Part Two: Summary of the Complaint Handling Process

When your written client dispute or complaint is received and a file opened. Subject to the specific nature of your concern, we will typically acknowledge receipt within five business days.

Your dispute and the circumstances that surround it will be reviewed thoroughly by our professional compliance staff. This will include reviewing your account opening documentation as well as other notes and correspondence.

You may be called upon to provide further details and or information that may be reasonably required to resolve your complaint.

Depending on the circumstances, the complaint process can be lengthy and may take up to 90 days, however we will endeavor to handle your complaint in a timely manner.

You will be informed of the results once we have concluded our investigation and have reached a decision.

You may also contact our regulator, the Investment Industry Regulatory Organization of Canada (IIROC), or refer to IIROC’s brochure about disputes between members and investors here.

For information about investor protection, download the Canadian Investor Protection Fund brochure.

Questions and Concerns

If you have any questions or concerns, please contact us.

Mon to Fri:
6:00 a.m. to 5:00 p.m. Pacific Time 9:00 a.m. to 8:00 p.m. Eastern Time