This is a translation of the French version of this page. In case of discrepancy, the French version prevails.
Are you dissatisfied with a product or service? Here is how to let us know. Handling your complaint is free of charge. The path to follow depends on the product concerned.
Complaint about life and health insurance (La Clinique Financière Inc.)
You may send us your complaint in writing (letter, email, fax) or verbally, by telephone or in person. If you have sensitive information to send, consider a method other than email. On request, we can help you put your complaint into words.
Person in charge of complaint handling:
Mr. Lawrence Shaw, President
La Clinique Financière Inc.
2484, rue Viau, Montréal, Québec H1V 3H9
Email: lshaw@lacliniquefinanciere.com
Telephone: 514-316-1401, ext. 200
Fax: 514-316-1475
Tell us:
- what happened;
- when it happened;
- what you expect from us (for example, a refund, an apology or a correction to your file).
Keep copies of all relevant documents (letters, emails, notes of your conversations with us) and respond promptly to our requests for information: this helps us resolve your complaint faster.
What happens next
- Acknowledgement. We acknowledge receipt of your complaint in writing within 5 business days. The acknowledgement gives the name of the person in charge of your file, the date by which you will receive our final response, and a link to this page.
- Review. We review the facts impartially. We may ask you for clarification or additional information.
- Final response. We send you our final response in writing no later than 60 days after receiving your complaint. It includes our analysis, the reasons for our response and, where applicable, the solution we propose, as well as your right to ask the Autorité des marchés financiers to review your file.
- Extension. If exceptional circumstances prevent us from meeting this deadline, we notify you in writing, with the reasons, and our final response is sent to you no later than 90 days after receiving your complaint.
If you are not satisfied
If you are dissatisfied with our response or with the way your complaint was handled, or if you do not receive a response within the stated time, you may ask us to transfer your complaint file to the Autorité des marchés financiers (AMF). We transfer it within 15 days of your request. The AMF reviews the file and may offer dispute resolution services, such as mediation.
Autorité des marchés financiers — Information Centre
Québec City: 418-525-0337 · Montréal: 514-395-0337 · Toll-free: 1-877-525-0337
lautorite.qc.ca
Complaint about a mutual fund
Mutual funds are offered through Groupe Cloutier Investissements inc. (Cloutier Groupe Financier), a mutual fund dealer that is a member of the Canadian Investment Regulatory Organization (CIRO). Your complaint is handled under the dealer’s complaint handling policy and procedure (in French), which also sets out the available recourses.
Legal advice
You always have the right to consult a lawyer or to seek other ways of resolving your dispute. Legal actions are subject to limitation periods: if you wait, your options may be limited.