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Business Profile

Insurance Services Office

Macnaughton & Ward Financial Services Ltd.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:16/12/2024

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed paperwork in August 2023 to have an **** moved from a credit union to Macnaughton and ****. Some time later, I was surprised to learn from the credit union that they never received transfer paperwork from Macnaughton and ****. Even the credit union reached out to me to ask me how I wanted to invest the money that I had put in a saving account per the instructions of Macnaughton and ****, so that it could be transferred. As of now I have lost the growth on the account from the past 15 months. I was surprised to hear from another client of Macnaughton and **** that this same thing happened to them. Fortunately in their case Macnaughton and **** paid them back for the lost growth, as Macnaughton and **** said this is required by law. I called Macnaughton and **** for help with my situation. The receptionist made an appointment for ***** to call me on a Wednesday (Dec 11/24) and asked me to describe what was happening. The appointment came and went (Dec 11/24) and ***** did not call, although I received an email confirmation of the appointment. I responded to ***** that same day by email and she never responded to my email. I called on Thursday (Dec 12/24) and ****** asked me to describe the problem, which she had not been filled in about. ****** said that she would call me back in 15 minutes, but she never called back. I called her back on Friday (Dec 13/24) and left a message. I still have not heard back from her. Others have told me that they have had the same problems with ****** not returning their call.I am requesting to have ****** look into the contract that I signed in August 2024 and, if it is found to be fully executed, that the missing growth be added to the account. I would like a statement in writing from ****** letting me know what actions were taken to compensate for the lost growth.

    Business Response

    Date: 06/01/2025

    Re:  Reference ID of ********

    We are in receipt of a notice of a complaint made to the Better Business Bureau on December 15, 2024.  We corresponded directly with the customer and agreed on a resolution December 17, 2024.

    The company values the relationships that we have built and strives to always provide customer service excellence.  In the event of a concern, we do our best to resolve it quickly and satisfactorily.

    Thank you for bringing this matter to our attention.

    Sincerely,

    Macnaughton & **** Financial Services Ltd.

    Customer Answer

    Date: 11/01/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* ********

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