How to file a complaint (Québec)

• Tell us what went wrong, when, and what you want (money back, correction, etc.). We’ll help put it in writing if needed.
• Send it by phone, email, or mail—any channel that’s convenient. Avoid email for very sensitive info.
• Use the AMF template if you prefer.
  • https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-plainte-an.pdf

What happens next

• We acknowledge in writing within 10 days (Québec).
• We review your file, may ask for clarifications, and keep a complaint record.
• Final response: within 60 days (or up to 90 days only in exceptional cases; we’ll explain).

If not satisfied

• You can ask us to send your file to the AMF; we must transfer it within 15 days. The AMF can examine the complaint and may mediate.
• (For non-Québec clients, OBSI options apply—detailed on our main complaints page.)

Simplified path (some Québec complaints)

• If it can be resolved to your satisfaction within 20 days, we may handle it verbally and confirm the decision and any offer timeline. If not resolved in 20 days, we switch to the standard process.

Accessibility

• We use clear, plain language and assist you if your complaint isn’t easy to express.