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How to Submit a Clerical Error Update Request

Learn how to submit a request to correct clerical errors in a client’s account information to ensure consistency across internal and custodial records.

Applies To:

  • All Portfolio Managers, Advisors, Wealth Planners, and support staff.

  • Eligible account types: Cash, TFSA, RIF, RRSP, LIRA, LIF, Spousal RSP, Spousal RIF, RESP, and FHSA

You can submit a Clerical Error Update request from the client’s CRM Contact Record. Use the instructions below to ensure the appropriate correction is made and the request meets internal validation requirements.

When to Submit a Clerical Error Update Request

  • A minor clerical error needs to be corrected (e.g., misspelled name, incorrect phone number, outdated SIN).

  • The CRM displays incorrect information that does not match the custodian's records.

  • The error originated from a data entry issue, not from the client’s original documentation.

How to Submit a Clerical Error Update Request

To submit a correction for a clerical error, use the Service Extension on the client’s CRM Contact Record.

  1. Navigate to the Client’s CRM Contact Record

  2. Go to the Servicing Tab

  3. Select Account Administration → Special Handling

  4. Select “Clerical Error Update” as your request type

  5. Select the Account Root

  6. Choose the Item to Update

    • Select the specific field to correct from the dropdown menu (e.g., name, address, phone number, SIN)

  7. Enter the Current (Incorrect) Value

    • Input the value currently recorded in the CRM that needs to be corrected

  8. Enter the Updated (Correct) Value

    • Provide the corrected information that should replace the current value

  9. Review and Submit

    • Once confirmed, click Submit to create the service request ticket

Please Note: Only use this request type if the information in the CRM does not match the custodian’s records due to a data entry error. If the discrepancy is due to incorrect information originally provided by the client, submit the request using another appropriate Account Administration service request type. Additional documentation may be required in such cases.

After Submitting the Request

Once submitted, the request will generate a new ticket associated with the client’s contact record. You can view and track it:

  • In the Right-Side Panel of the client’s CRM Contact Record under Tickets

  • In the Account Administration ticket pipeline, where you can monitor progress and confirm completion

Processing Times

  • Typically 3 business days after the ticket has been submitted and completed any applicable review.