Complaints Policy

You can file a complaint with us by whichever means is convenient for you. If you are a resident of Quebec, you may also complete the form from the Autorité des marchés financiers (AMF). You may want to consider using a method other than email for sensitive information.

TELL US:
• What went wrong
• When it happened
• What you expect, for example, money back, an apology, account correction

WE WILL ACKNOWLEDGE YOUR COMPLAINT

We will acknowledge your complaint in writing, as soon as possible, typically within 5 business days of receiving your complaint (or within 10 days for residents of Quebec).

We make sure we understand your complaint and what you expect from us. We may ask you to provide clarification or more information to help us resolve your complaint.

WE WILL PROVIDE OUR DECISION

We normally provide our decision in writing, within 90 days of receiving a complaint (or 60 days for residents of Quebec). It will include:

• A summary of the complaint
• The results of our investigation
• Our decision to make an offer to resolve the complaint or deny it, and an explanation of our decision

IF OUR DECISION IS DELAYED

If we cannot provide you with our decision within 90 days (or 60 days for residents of Quebec), we will:

• Inform you of the delay
• Explain why our decision is delayed, and
• Give you a new date for our decision (however, for residents of Quebec the additional time may not exceed 30 days.)

Assessment of the offer and resolution of the complaint

If we present an offer, we give you time to assess and respond to it. We will give you enough time to seek the advice you need to make an informed decision. You can decide to accept or refuse the offer, or you can present a counter offer.

Once we reach an agreement with you to resolve your complaint, if you are a resident of Quebec, we will implement the terms of the offer within 30 days unless we agree upon a different time period with you and it is in your interest to do so.

COMPLAINT RECORD

For each complaint, we create a record in which we keep all the information or documents required for the processing of your complaint.

 If you are a resident of Quebec, you can contact us to request to have your complaint record examined by the AMF at any time if you are not satisfied with the response we provided or how your complaint was processed. We will send your complaint record to the AMF no later than 15 days following receipt of your request.

If you are not satisfied with our decision

You may be eligible for the independent dispute resolution service offered by the AMF (if you are a resident of Quebec) or by the Ombudsman for Banking Services and Investments (OBSI) (if you are a resident of another Canadian jurisdiction). These services are free of charge to you.