Complaint handling

What is a complaint?

A complaint expresses dissatisfaction concerning a service or product offered by our firm and asks that action be taken to address it.

How to make a complaint

You may contact us verbally or in writing. To facilitate our review, include your contact information, relevant facts, supporting documents and the resolution you seek.

Our process

1. We record the complaint and open a file.
2. A written acknowledgement is normally sent within 10 days.
3. We review the facts fairly and may request clarification.
4. A written final response is normally provided within 60 days. Exceptional circumstances may extend this period, without exceeding 90 days.

Review by the AMF

If you are dissatisfied with our response or handling of your complaint, you may ask that your file be transferred to the Autorité des marchés financiers. A transfer request received by the firm is handled within the applicable regulatory period.

Assistance and complaints - Autorité des marchés financiers ↗