Summary of our complaint handling and dispute resolution policy
Filing a complaint regarding our services
We ensure that complaints are handled promptly and processed as quickly as possible.
What is a complaint?
A complaint expresses reproach or dissatisfaction with our services or a product we offer, and an expectation that we take action to remedy the situation.
This is the case, for example, when you request a refund or wish for us to take action to resolve the situation that caused your complaint.
How to file a complaint?
You can file a complaint by contacting us in the manner that suits you. You can also fill out the online form provided by the Autorité des marchés financiers (the "Autorité"). We can help you formulate your complaint.
Contact Us:
Phone: 438-794-1044
Email: administration@rguertin.ca
Address: R. Guertin & Ass.
4388 Saint-Denis, Suite 200
Montreal, Qc H2L 2J1
Our offices are open Monday to Friday from 9 am to 5 pm.
Questions? Contact us to learn more about how we handle complaints.
Steps for handling a complaint
We may process certain complaints using a simplified process where we try to offer a solution to resolve the situation. This process is explained further below. If we are unable to resolve your complaint through this process, or if the nature or complexity of your complaint does not allow it, it will be handled according to the following steps.
1. We confirm receipt of your complaint
We will send you a written acknowledgment of receipt within 10 days of receiving your complaint.
2. We analyze the complaint
We ensure we fully understand your complaint and your expectations. If necessary, we will contact you to request additional information.
3. We provide a final written response
We will provide a final written response within 60 days. In this response, we will explain how we analyzed your complaint, what led to our decision, and, where possible, the solution we propose to resolve it.
Contact us if you have any questions or comments regarding our response.
Extension of time to provide our final response:
Sometimes, handling your complaint may be more complex than expected, requiring additional time for analysis. This additional time cannot exceed 30 days. We will notify you in writing, specifying the reasons for the delay.
4. Evaluating the offer and resolving the complaint
Take the time to analyze our response or evaluate the offer we present to resolve your complaint. We will give you a deadline to confirm whether you accept our offer, reject it, or present a counter-offer. This deadline should be long enough for you to obtain any advice you need to make an informed decision.
When we reach an agreement on how to resolve your complaint, we have 30 days to implement it, unless we agree on a different timeframe in your best interest.
5. Examination of the complaint file by the Autorité
We create a file for each complaint, keeping all information and documents relevant to its processing.
You may contact us to request the transfer of your complaint file to the Autorité at any time if you are dissatisfied with how we handled your complaint or with the response provided. We are required to transfer your file to the Autorité within a maximum of 15 days following your request.
Simplified handling for certain complaints
We may process certain complaints using a simplified process. This applies to complaints for which we can offer a satisfactory solution within 20 days.
We consider a complaint resolved to your satisfaction if you accept the proposed solution or if the explanations we provide resolve the complaint.
Under this process, complaints may be handled by a customer service representative, for example, during a phone call.
If we are unable to propose a solution or provide explanations that resolve your complaint under this process, we will inform you in writing. The processing of your complaint will then continue following the steps detailed above.
The time we spend attempting to resolve your complaint through the simplified process does not affect our obligation to provide a final written response within the required deadlines.