Symbiose – Wealth Management and Protection
Summary of Our Complaint Handling and Dispute Resolution Policy
Filing a Complaint About Our Services
We ensure that complaints are handled promptly and processed as quickly as possible.
What is a Complaint?
A complaint expresses dissatisfaction or reproach regarding our services or a product we offer, along with an expectation that we will take action to address it. This includes, for example, requests for refunds or actions to resolve the issue that led to the complaint.
How to File a Complaint?
You can file your complaint using the method that suits you best. You may also complete the online form provided by the Autorité des marchés financiers (“the Authority”). We can assist you in filing your complaint.
Contact Us
Phone: 1 (819) 307-7477
Email: info@sgpp.net
Address: 31 Gréber Boulevard, Gatineau (QC) J8T 3P4
Office Hours: Monday to Thursday from 8 a.m. to 4 p.m., and Friday from 8 a.m. to noon.
Questions? Contact us to learn more about how we handle complaints.
Steps in the Complaint Handling Process
We may handle certain complaints through a simplified process in which we attempt to offer a solution. This process is explained below. If we cannot resolve your complaint through this method, or if the nature or complexity of your complaint requires it, the following steps will apply:
Acknowledging Receipt of Your Complaint
We will send you a written acknowledgment within 10 days of receiving your complaint.
Analyzing the Complaint
We ensure we fully understand your complaint and expectations. If needed, we will contact you for additional information.
Providing a Final Written Response
We will provide a final written response within 60 days. This response will explain how we analyzed your complaint, what led to our decision, and, where possible, the solution we propose. Please contact us if you have any questions or comments about our response.
Extension of the Deadline for Our Final Response
In some cases, processing your complaint may take longer or be more complex than expected. If we determine that additional time is needed, we may extend the deadline by up to 30 days. We will notify you in writing and explain the reasons for the extension.
Evaluating the Offer and Resolving the Complaint
Take the time to review our response or evaluate the offer we present to resolve your complaint. We will give you enough time to accept, reject, or counter our offer. This period should allow you to seek any advice needed to make an informed decision. Once we agree on how to resolve your complaint, we have 30 days to implement the solution, unless we agree on a different timeline that is in your best interest.
Review of the Complaint File by the Authority
We create a file for each complaint, including all relevant information and documents. You may request a review of your complaint file by the Authority at any time if you are dissatisfied with how we handled your complaint or with our response. We are required to forward your complaint file to the Authority within 15 days of your request.
Simplified Complaint Handling Process
We may handle certain complaints through a simplified process, applicable when 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 our explanations resolve the issue. These complaints may be handled by a customer service representative, for example, during a phone call. If we cannot offer a solution or provide explanations that resolve your complaint through this process, we will notify you in writing. Your complaint will then follow the standard complaint handling steps outlined above. The time spent attempting to resolve your complaint through the simplified process does not affect our obligation to provide a final written response within the required timeframe.
