Normandin Beaudry Private Management Inc. (“NBPM”) has adopted and implemented a complaint handling and dispute resolution policy. This policy can be summarized as follows:
1.What is a complaint?
A complaint is a communication with the following characteristics:
- it expresses a reproach or dissatisfaction with a product or service provided by NBPM;
- it is sent to NBPM by a client;
- it expresses an expectation, explicit or otherwise, that NBPM will take action to remedy the situation.
2.How to file a complaint
Complaints may be made verbally or in writing. Complaints made in writing must be sent to the following address:
- Normandin Beaudry Private Management Inc. 630 René-Lévesque Blvd. W., 30th floor Montreal, Quebec H3B 1S6
- Over the telephone: 514-285-1122
- Via email: complaints@nbgp.ca / plaintes@nbgp.ca
Our offices are open Monday to Friday, from 8:30 a.m. to 5:00 p.m.
You may also fill out the online form provided by the Autorité des marchés financiers (“AMF”). We can help you file your complaint.
Questions? Contact us to find out how we handle complaints.
3. How complaints are handled
Some complaints can be handled through a simplified process where we attempt to propose a solution to resolve the situation. That process is described below. If your complaint cannot be resolved in that way or if its nature or complexity demands further analysis, the following steps will be taken to handle the complaint.
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Acknowledgement of receipt
- We will send you written acknowledgement within ten days of receiving your complaint.
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Analyzing your complaint
- First, we will ensure that we fully understand your complaint and expectations. If necessary, we will contact you to request additional information.
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Final written response
- Once the analysis has been completed, we will send you a final written and reasoned response within 60 days of receiving your complaint, unless there are exceptional circumstances or circumstances beyond our control that could justify an extension.
In our response, we will explain how your complaint was analyzed, the reasons for our position and, where possible, the solution proposed to resolve the complaint.
It may take longer or be more complicated than expected to handle your complaint, and additional time may be required for further analysis. However, this additional period of time may not exceed 30 days. Should additional time be needed, we will inform you in writing providing the reasons for the delay.
4. Offer of resolution
We may make you an offer in an effort to resolve your complaint. If so, we will give you a deadline to confirm your decision: you may accept our offer, reject it or make a counter-offer. The deadline we provide will give you enough time to obtain the advice you need to make an informed decision.
Once we reach an agreement regarding the resolution of your complaint, we have 30 days to proceed, unless you agree to another time period that better serves your interests.
5. Creating a complaint file and examination by the AMF
We create a separate file for each complaint where we keep all information and documents needed to process the complaint.
You may contact us at any time to request that the AMF examine your complaint file if you are dissatisfied with the way we have handled your complaint or with the response we have provided. We are obligated to forward your complaint file to the AMF within a maximum of 15 days of such a request from you.
6. Simplified process
We are able to handle certain complaints via a simplified process. The process applies to complaints for which we are able to propose a satisfactory solution within 20 days.
We consider a complaint to have been resolved to your satisfaction if you accept the solution we propose or if the explanations we provide resolve the complaint.
Under this process, complaints may be handled by a member of our customer service team and dealt with over the phone, for example.
If we are unable to propose a solution or provide explanations that resolve your complaint through this process, we will inform you of this in writing. The steps described above will then be taken to handle your complaint.
The time it takes us to try and resolve your complaint through this simplified process does not affect our obligation to send you our final written response within the required timeframe.