Purpose of the policy
Consilium Financial Services, associated with SFL Gestion de patrimoine Partenaire de Desjardins and SFL Placements, is aware of the importance of protecting the information you exchange with us over the Internet against computer hacking.
Purpose of the policy
According to current legislation, "every firm must deal fairly with complaints made to it."
Our complaints handling and dispute resolution policy is to establish a fair and free procedure for our clients in order to ensure that complaints received by Consilium Financial Services, hereinafter referred to as “the firm”, are handled.
Our firm wishes to take charge of all dissatisfaction communicated by its customers with the aim of satisfying its customers while respecting the legal framework to which our firm is subject.
The designated representative of Consilium Financial Services with the AMF ensures that brokers and other employees of the firm are aware of the complaint handling and dispute resolution policy statement and have a copy available.
Complaint
For the purposes of the policy, a complaint constitutes the expression of at least one of the following three elements:
- a reproach to the registrant;
- the identification of potential or actual harm that a consumer has suffered or may suffer;
- the claim for corrective action.
A) WRITTEN
To be admissible, a complaint must be made IN WRITING by the complainant. A legal action instituted by the complainant falls into the category of writing.
B) CONTENT
For the purposes of the policy, a complaint constitutes the expression of at least ONE of the following three elements:
- a reproach to the registrant;
- the identification of potential or actual harm that a consumer has suffered or may suffer;
- the claim for corrective action.
C) DISSATISFACTION OR CONCERN
Any informal approach to correcting a particular problem does not constitute a complaint, as long as the problem is dealt with as part of the registrant's regular activities and without the consumer having filed a complaint. In the absence of the aforementioned elements, our firm will also ensure that any dissatisfaction or concerns addressed to it are resolved.
D) CLAIM
If the complaint meets the definition of a “claim” under the firm’s professional liability insurance policy, then the procedure followed will be as follows:
the firm forwards to the insurer the written complaint received from the complainant and asks the insurer to confirm that it will contact this client itself to deal with this complaint;
This notice to the professional liability insurer must also specify that if the latter, within 10 working days, does not contact the firm to confirm that it will handle the complaint, then the firm will itself take charge of handling this complaint;
Complaints Officer
Jean-Christian Mainville acts as our firm's representative to the Financial Markets Authority (the Authority) and oversees the training of the company's staff. The manager must provide staff with all the information necessary to comply with this policy while ensuring its application.
Contact details of the complaints officer:
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