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COMPLAINT HANDLING

Your satisfaction is important to us.

At Actif santé financière , we are committed to providing professional, transparent, and respectful service. If you are dissatisfied with a product, service, or our support, please let us know. Every complaint is handled diligently, fairly, and free of charge, in accordance with the requirements of the Autorité des marchés financiers (AMF).

1. How to file a complaint?

If you wish to make a complaint about a product, service or our support, you can contact our complaints officer using the communication method of your choice.

Complaints handling officer
Hélène Rioux

You can contact us using the method that suits you best:

  • by phone: 418 476-3979

  • By mail: 603-5600 Boulevard des Galeries, Quebec City, QC G2K 2H6

  • In person, by appointment.

We invite you to provide us with the following information to facilitate the processing of your request:

  • your contact details;

  • a description of the situation;

  • relevant documents, if applicable;

  • the result you wish to achieve.

2. How will your complaint be handled?

Upon receipt of your complaint, the person responsible for handling complaints will ensure that your case is handled in accordance with our policy and the requirements of the Financial Markets Authority (AMF).

  1. We acknowledge receipt in writing.

2. We analyze your case impartially.

3. We will contact you if necessary to obtain further details.

4. We will send you a final written response explaining our analysis and, if applicable, the proposed solution.

Our goal is to process your complaint as quickly as possible.

Except in exceptional circumstances, a final response will be provided within a maximum of 60 days following receipt of the complaint.

3. Transfer of your file to the AMF

If you remain dissatisfied with the handling of your complaint or the response you received, you can request that your file be transferred to the Autorité des marchés financiers (AMF) .

The AMF will examine your file in accordance with its responsibilities and may, when the conditions are met, offer a dispute resolution service.

Our commitment to our customers

Every comment, concern or complaint is treated with seriousness, confidentiality and impartiality.

At Actif santé financière , we view these steps as an opportunity to continually improve our practices and maintain a lasting relationship of trust with our clients.

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