Complaint Handling and Dispute Resolution Policy Summary
If a client is dissatisfied with the services of CI Coriel Capital Inc. (“Coriel”) and decides to file a complaint, the complaint will be handled in accordance with the procedures established by Coriel, in compliance with the standards defined by the applicable regulations.
Coriel commits to working with the client and making every effort to resolve the client’s complaint or concern. The client can be assured that their request will be treated with complete confidentiality.
Coriel’s complaint handling procedure grants clients who wish to file a complaint or express dissatisfaction with a service or piece of advice offered by Coriel, recourse to an objective review and investigation service under which the client will secure a response within a clearly defined time frame. If you are dissatisfied with any customer service issue, we encourage you to contact your representative first. If you are dissatisfied with their response, you may file a complaint with the Chief Compliance Officer.
TO FILE A COMPLAINT
Should a client wish to file a complaint, Coriel invites them to contact the Chief Compliance Officer, so that the complaint can be reviewed and analyzed in a prompt manner and a response issued:
CHIEF COMPLIANCE OFFICER – COMPLAINTS OFFICER
4333 Sainte Catherine Street West, Suite 610
Montreal QC H3Z 1P9
Phone: (514) 937-7114
info@corielcapital.com
It is recommended that the following be set out in the written complaint: name of the client, preferred method of contacting the client regarding their complaint, the details of the alleged misconduct, description of the actual or potential harm caused and the corrective action desired. They may also provide supporting documentation if desired.
If you are having difficulty writing your complaint, please contact a member of our team who will assist you. Should you prefer, the Autorité des marchés financiers (“AMF”) website offers
tools to assist you with filing a complaint.
Following the filing of a 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, an explanation of the final decision 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 a review of 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 Coriel 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 on file. Document the steps you take to resolve any complaints by keeping copies of correspondence while your complaint is being investigated.
