Complaints

How to file a complaint

In writing or verbally, by any means:

If you would like help formulating your complaint, tell us and we will assist you. You may also validly file a complaint with us using the complaint form available on the website of the Autorité des marchés financiers at lautorite.qc.ca.

The steps

Your complaint is recorded in our complaint register, and you receive a written acknowledgment within 14 days, giving your file number, the date by which you will have our final response, and how to reach us for an update. We then analyze the complaint and give you a final response in writing, explaining our conclusion and the reasons for it and, if we make an offer to settle, how long you have to consider it, with enough time to seek advice if you wish. Where a complaint can be settled to your satisfaction within 20 days, we may give you our conclusion verbally or in writing within that time.

How long it takes

Our final response comes as soon as possible and no later than 60 days after we receive your complaint. In exceptional circumstances, or circumstances beyond our control, such as waiting on documents from an insurer or another third party, that period may extend to a maximum of 90 days, and we send you a written notice within the first 60 days explaining why and giving the new date.

Getting information about your complaint

Contact us at the coordinates above at any time, quoting your file number if you have it.

Your right to have a regulator examine your file

Insurance complaints (Québec)

You may ask the Autorité des marchés financiers to examine your complaint file at any time. When you make that request, we transmit your complaint file to the Authority within 15 days.

Insurance complaints (Ontario)

If your complaint relates to insurance services provided through iAssure Inc. in Ontario, and you are not satisfied with our response, you may contact:

Complaints about mutual funds

Complaints about mutual fund activities are handled by WhiteHaven Securities Inc. under its own process. If you are unsure which process applies, contact us and we will direct you.

Important note