COMPLAINT HANDLING AND DISPUTE RESOLUTION POLICY SUMMARY
In the event a client is dissatisfied with Patrimonica Asset Management Inc (“PAM”) services and decides to file a complaint, the complaint will be handled in accordance with the procedures established by PAM, in compliance with the standards defined by the regulations. PAM will work with the client and make every effort to resolve the client’s complaint or concern. The client can be assured that their request will be treated with complete confidentiality.
PAM’s complaint handling procedure grant clients who wish to file a complaint or express dissatisfaction with a product or service offered by PAM, recourse to an objective dispute resolution review and investigation service and, secures a response within a clearly defined timeframe. If you are dissatisfied with any customer service issue, we encourage you to contact your representative first, if you are not satisfied with their response, we invite you to file a complaint.
To file a complaint
If a client wishes to file a complaint, PAM invites him or her to contact the Chief Compliance Officer so that the complaint can be analyzed as soon as possible and in a satisfactory manner:
Chief Compliance Officer – Complaints Officer
1800 McGill College Avenue, Suite 3000
Montréal QC H3A 3J6
Phone: 514-954-8887
plaintes@patrimonica.com
It is recommended the following be set out in writing: alleged misconduct, actual or potential harm caused and corrective action desired.
If you are having difficulty filing your complaint, we suggest you consult the Autorité des marchés financiers (“AMF”) website, which offers tools to assist you with these proceedings. It is also possible to fill out a complaint form prepared by the AMF. If you are having difficulty writing your complaint, please contact a member of our team who will assist you.
Following the filing of the complaint:
The Chief Compliance Officer is designated as the case manager.
Acknowledgement of receipt is sent to you within 10 business days of receipt of the complaint.
The Chief Compliance Officer will review and investigate the complaint. Complete contact information will be available in the acknowledgement of the complaint.
The detailed response to your complaint will be sent to you by email or mail as soon as possible, but no later than 60 days from the date the complaint is received. This response will include a summary of the complaint, the results of the investigation, the final decision explained and your options if you are not satisfied with the response.
If the Chief Compliance Officer is unable to send you a detailed response within this 60- day period, the Chief Compliance Officer will contact you within this time frame to inform you of the reasons for the delay and the time frame for completing the file.
If, after analysis of the complaint file by the Chief Compliance Officer, the client is not satisfied with the handling of the complaint, he or she may have recourse to independent mediation services. In Quebec, the AMF offers mediation services when the complaint handling and dispute resolution mechanisms offered by PGA to the client do not lead to a satisfactory resolution. In Ontario, the Ombudsman for Banking Services and Investments (“OBSI”) provides mediation services in the context of dispute resolution.
As with all financial matters, it is important to keep records. Keep documents such as the investment management agreement, account opening forms, and your account statements. Document the steps you take to resolve any complaints by keeping copies of letters, faxes, emails and notes taken during retention.